System Engineer – L3

Do

•    Excellent communication skills•    Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills. •    Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies. •    Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support •    Answer incoming calls and respond to customer’s emails in timely manner. •    Manage and resolve customer complaints. •    Identify and escalate issues to supervisors as and when needed. •    Provide product and service information to customers. •    Research required information using available resources and Offer Solution to customers. •    Research, identify, and resolve customer complaints using applicable software. •    Route calls and tickets to appropriate resources and Domains who can best support he user, •    Document all call information according to standard operating procedures. •    Recognize, document, and alert the management team of trends in customer calls. •    Create SOPs for new Issues and resolution given. •    Complete call logs and reports.

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