About this role
Support Engineer
Job description: • 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