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Job Summary
Systems Engineer who has the experience/aptitude to analyse and troubleshoot Desktops/Laptop issues with the attitude to understand and serve the end user. Manage and monitor all installed systems and infrastructure
Responsibilties:
Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Monitor and respond quickly to incoming requests related to IT issues
Strong drive to provide excellent customer service and experience.
Requirements:
1-2Years of experience in Tech support or handling Servicedesk tickets
Should have good english spoken and written communication skills – Neutral accent
Experience working with US/EMEA users/clients is preferred.
Willingness to work in US/EMEA timings
Graduate Comp Science and equivalent
Certifications in MCSE & ITIL desirable
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