Technical Support Engineer
Skills
About This Role
Overview
About your role:
As a First and Second Level Support Engineer at our IT Service Centre, you will be the first point of contact for all IT-related queries.
This role requires working in rotational shifts to ensure 24/7 support coverage.
You will deliver 5-star service to our internal users, ensuring their IT needs are met promptly and professionally, while also providing assistance to our external partners.
Your focus will be on delivering exceptional customer experience, resolving issues efficiently, and escalating complex problems when necessary.
Key Responsibilities
- Respond to user inquiries via phone, email, or ticketing system.
- Diagnose and resolve basic hardware, software, and network issues.
- Escalate complex problems to second-level support when necessary.
- Maintain accurate records of issues and solutions in the service management system.
- Provide guidance and support for standard IT processes and tools.
- Follow established SOPs to ensure consistent and high-quality service delivery.
- Comply with security guidelines and policies at all times
- Provide remote and on-site assistance to internal users and external partners.
- Utilize and contribute to the knowledge base for efficient issue resolution.
- Coordinate with application and service teams for escalations and complex problem-solving.
- Prepare and submit accurate shift reports detailing activities and incidents.
- Ensure adherence to Operational Level Agreements (OLA) and Service Level Agreements (SLA).
- Demonstrate strong listening skills and patience when handling user concerns.
- Review and analyze common complaints to identify trends and suggest improvements.
- Maintain readiness to work overtime when required for operational needs.
- Deliver exceptional customer service with a focus on professionalism and empathy.
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