Support Engineer

• The candidate should have good communication skills.

• The candidate should not have any MTI

• The candidate should have the technical acumen for L1 support Engineer.

• Identify and diagnose issues and problems.

• Categorize and record reported queries and provide solutions.

• Support problem identification.

• Advise users on an appropriate course of action.

• Monitor issues from start to resolution.

• Serve as the first point of contact for customers seeking technical assistance over the phone or email

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue and details provided by customers

• Walk the customer through the problem-solving process

• 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 customer status and information

• Pass on any feedback or suggestions by customers to the appropriate internal team

• Identify and suggest possible improvements on procedures