Service Desk Engineer | WFH - Dayshift

Required Skills and Qualifications

Your responsibilities will include:

Required to assist customers with routine IT issues and more complicated matters are escalated

Serve as the first point of contact for customers seeking 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

Provide accurate information on 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 from customers to the appropriate internal team

Identify and suggest possible improvements on procedures

Key requirements:

Experience as a help desk technician or in another equivalent customer support role

Knowledge of products, databases, and services with a good understanding of multiple systems across Network, Telephony, Unified Communications and Cloud

Ability to diagnose and resolve basic technical issues

Proficiency in English

Excellent communication skills, written and verbal

Customer-oriented, able to work autonomously and under pressure

Industries:Outsourcing/Offshoring

Function: Others