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