SYSTEM ENGINEER L2

Job Description

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• Excellent communication skills

• Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.

• Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.

• Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support

• Answer incoming calls and respond to customer’s emails in timely manner.

• Manage and resolve customer complaints.

• Identify and escalate issues to supervisors as and when needed.

• Provide product and service information to customers.

• Research required information using available resources and Offer Solution to customers.

• Research, identify, and resolve customer complaints using applicable software.

• Route calls and tickets to appropriate resources and Domains who can best support he user,

• Document all call information according to standard operating procedures.

• Recognize, document, and alert the management team of trends in customer calls.

• Create SOPs for new Issues and resolution given.

• Complete call logs and reports.

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