Top

Job Description

Description
Level 2 Remote Support Team is a team within larger Level 2 organization responsible for first line client interactions and troubleshooting of more complex technical issues. Responsibilities include, but not limited to: Remote work support, Sales Team Support, Software assignment and troubleshooting, hardware encryption problem tickets, etc. Accountable for logging of client support tickets and providing remote diagnostics and perform technical resolutions as per knowledgebase articles. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.
Responsibilities
• Provide swift and professional IT support via phone/email/chat
• Perform analysis, diagnosis, and resolution of desktop/laptop/mobile devices problems for clients, recommend and implement corrective solutions
• Utilise Service Now ticketing system to record, update and resolve tickets from clients; Escalate tickets to next appropriate resolver group when needed
• Experience with following system/technologies: Windows OS, Mac OS, iOS, SCCM, MDM clients, Virtual environments (VDI, Citrix, vSphere), etc
• Upholding procedures for logging, reporting, and statistically monitoring service desk and desktop operations
• Write technical support and client documentation in form of Knowledgebase articles
• Meet or exceed expected customer service levels
• Other duties as assigned by the Level 2 Support Leads
Key Competencies
• Excellent proven track record supporting clients in a financial environment
• Provide swift and professional IT support via phone/email/chat
• Perform analysis, diagnosis, and resolution of desktop/laptop/mobile devices problems for clients, recommend and implement corrective solutions
• Utilise Service Now ticketing system to record, update and resolve tickets from clients; Escalate tickets to next appropriate resolver group when needed
• Experience with following system/technologies: Windows OS, Mac OS, iOS, SCCM, MDM clients, Virtual environments (VDI, Citrix, vSphere), etc
• Upholding procedures for logging, reporting, and statistically monitoring service desk and desktop operations
• Write technical support and client documentation in form of Knowledgebase articles
• Meet or exceed expected customer service levels
• Other duties as assigned by the Level 2 Support Leads
Experience
  • Intermediate Technical Support L2 (Remote): 2 to 4 years’ experience in the industry.
  • Senior Technical Support L2 (Remote): 5 years + experience in the industry.

Suitable candidates, please email your MS.Word format resume to mohamed.basith@persolkelly.com

Key skill Required

  • Computer Systems

Designation

  • Desktop Support Engineer

No record found