System Engineer

Role Overview: You will be responsible for providing desktop support and troubleshooting base operating system issues while demonstrating excellent communication skills and the ability to empathize with customers. Additionally, you will handle irate customers with exceptional communication skills and be eager to learn new technologies. Your role will involve troubleshooting various systems such as Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications over remote support. You will also be required to answer incoming calls, respond to customer emails promptly, manage and resolve customer complaints, and escalate issues to supervisors when necessary. Moreover, you will provide product and service information to customers, research required information using available resources, and offer solutions to customers. Documenting call information according to standard operating procedures, identifying trends in customer calls, creating SOPs for new issues, and generating call logs and reports will also be part of your responsibilities. Key Responsibilities: - Demonstrate excellent communication skills and the ability to empathize with customers - Troubleshoot base operating system issues and be eager to learn new technologies - Handle irate customers with exceptional communication skills - Provide desktop support for systems such as Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications over remote support - Answer incoming calls, respond to customer emails promptly, and manage and resolve customer complaints - Identify and escalate issues to supervisors as needed - Provide product and service information to customers and offer solutions - Research required information using available resources - Document all call information according to standard operating procedures - Recognize, document, and alert the management team of trends in customer calls - Create SOPs for new issues and resolutions and complete call logs and reports Qualifications Required: - Mandatory Skills: Desktop Support (Note: Additional details about the company were not provided in the job description),