Accolite
Engineer - IT Operations
Job Description
Proven experience (2-3 years) as a technical support engineer, application support, product-based support, IT Service Desk engineer, etc.
Good understanding of Active Directory (for ex:- password resets), Software troubleshooting, etc.
Ability to diagnose and resolve basic technical issues
Good understanding of ITIL - Incident Management
Serve as the first point of contact for customers seeking technical assistance over the phone, email, or chat.
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 and 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.
Excellent communication skills (Reading, writing, speaking) Mandate- Experience handling international clients over the phone, good probing skills.
Client-oriented, cool-tempered, adaptive, and flexible.
Open to 24/7 work environment and rotational shifts.
Mandate - IT Grads or relevant experience as a tech support engineer (2-3 years)
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