Taking ownership of customer issues reported and seeing problems through to resolution – Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams – Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role – Research and identify solutions to software and hardware issues – Diagnose and troubleshoot technical issues, including account setup and Network configuration – Ask customers targeted questions to quickly understand the root of the problem – Track computer system issues through to resolution, within agreed time limits – Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue – Properly escalate unresolved issues to appropriate internal teams as per SLA – Provide prompt and accurate feedback to customers – Refer to internal database or external resources to provide accurate tech solutions – Ensure all issues are properly logged – Prioritise and manage several open issues at one time – Follow up with clients to ensure their IT systems are fully functional after Troubleshooting – Prepare accurate and timely reports – Document technical knowledge in the form of notes and manuals – Maintain jovial relationships with clients. Requirements * Technical educational background – Graduation * Proven working experience as a network engineer. * Excellent client-facing and internal communication Skills * Excellent written and verbal communication skills * Solid organizational skills including attention to detail and multi-tasking skills * Strong working knowledge of Microsoft Office * CCNA / CCNP certification
Job Types: Full-time, Regular / Permanent
Salary: ₹400,000.00 – ₹500,000.00 per year
Schedule:
Supplemental Pay:
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