IT Support Engineer-Fresher

3 weeks ago

Ernakulam, India GS IT Infrastructure Full time

Company Name: Global Surf IT Pvt Ltd

Location: Transasia Cyberpark, Infopark Phase II, Kochi

Job title: IT Remote Support Engineer

Experience: 0-6 months

JOB RESPONSIBILITIES


• Delivering a client focused service experience for technology user queries received over the

phone, mail or ticketing tools in a professional and timely manner while demonstrating the

highest standards of verbal communication.


• Serve as the first point of contact for our clients seeking technical assistance over the phone,

email, and ticketing tool.


• Follow best practice ticket management processes, ensuring tickets owned are handled and

updated as per process and every effort is made to make service levels.


• Walk the customer through the problem-solving process remotely.


• Direct unresolved issues to the next level of support personnel.


• Provide accurate information on IT products or services. Record events and problems and their

resolution in logs.


• Follow-up and update the customer about the support status and make a record in the ITIL

tool. Pass on any feedback or suggestions by customers to the appropriate internal team.


• Identify and suggest possible improvements on procedures.

SKILLS REQUIRED


• Good communication and time-management skills


• Excellent knowledge in Desktop & Network support


• Proven experience as a Support Engineer or other customer support role


• Good knowledge in Office365 and other IT peripherals


• Ability to work under pressure and prioritize tasks based on urgency and importance.


• Open to working flexible hours, including shift-based schedules


• Motivation to learn new skills and technologies.


• Critical thinker and problem-solving skills


• Degree in Information Technology, Computer Science or equivalent

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