Engineer IT Operations

Key Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone, email, or chat
• Perform remote troubleshooting through diagnostic techniques and relevant questions
• Determine the best solution based on the issue and details provided by customers
• Walk customers through the problem-solving process and escalate unresolved issues to the next level of support
• Provide accurate information on IT products or services
• Record events and problems and their resolutions in logs
• Handle software troubleshooting and basic technical issue diagnosis
• Reset passwords and manage basic Active Directory tasks
• Understand and follow ITIL Incident Management processes
• Communicate effectively with international clients over the phone
• Use strong probing skills to identify client issues
• Deliver excellent customer service in a 24/7 rotational shift environment
• Stay calm and client-oriented, demonstrating flexibility and adaptability
• Work effectively as part of a global support team

Qualifications:

• IT graduates or candidates with relevant experience (23 years) in technical support
• Proven experience as a technical support engineer, application support, product-based support, or IT service desk engineer
• Excellent communication skillsspoken, written, and reading (mandatory)
• Experience in handling international clients
• Open to 24/7 work environment and rotational shifts