Description
Location – Mahape, Mumbai
Window of Support – 24/7
Job Description
We are looking for a Level2 Remote Support Engineer to provide technical assistance to our clients. They will be the second point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Level2 Remote Support Engineer handles complex issues from incoming tickets, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 2 requests in a timely fashion. The Remote Support Engineer escalates unresolved problem/issues/requests to the proper tier 3 support teams. Troubleshooting basic end user issues on various software applications, hardware (Laptop, Desktop & Printer) and network systems and provide advanced level of desktop support.
Core Competencies
• Communication skills – Excellent oral and written communication skills
• Problem-solving attitude along with the ability to give clear technical instructions
• Should also be familiar with remote troubleshooting techniques
• Good technical knowledge – Familiar with working and troubleshooting issues on Laptop, Desktop, Printer, MS Windows, MS Office Suite etc
• Proactive, go getter who has the urge to look for solutions and solve complex technical issues
• Ability to liaise with vendor partners, third party resolvers, stakeholders and communicate confidently
• Customer-oriented attitude
Operational Requirement
• Serve as the Level2 point of contact for tickets coming in
• Dealing with hardware and application support queries and issues that are complex in nature
• Take ownership and responsibility of an issue from start through to a successful resolution
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• Dealing with queries by following departmental procedures for fault resolution
• Correctly documenting incidents and faults, categorizing and prioritizing them in line with team procedures
• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
• Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas
• Maintain adequate knowledge of operating systems, printers and application software used to provide a high level of support
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures


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