Desktop Support Engineer-L2

Company Name: GS-IT

Location: Transasia Cyberpark, Infopark Phase II, Kochi

Job title: IT Remote Support Engineer

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

• Hands on Experience in Desktop & Network support

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

• Good work experience on 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

• Experience with any ITIL tool is a plus