Field IT Support Engineer L2
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Job Description
Candidate should be good in communication and be able to resolve IT related issue as soon as possible. He should be proactive and quick learner and should have passion for IT.
Provide onsite & remote support to customers with a high degree of customer service quality and technical expertise
Immediate escalation of advancedlevel cases to L2 L3 team
Research resolve and respond to customer issues / support cases received via telephone email andweb portal in accordance with company quality standards.
Clearly document technical issues within support incidents.
Evaluation of issues and resolutions for contribution to the Technical Support Knowledgebase
Provide timely followup to user questions according to established SLAs
Use common sense logic instructions preestablished guidelines and the knowledgebase to performthe function of the job
Acquire and maintain knowledge of existing and new products and services in order to provideaccurate and efficient customer support
Clearly communicate issue status to customers in accordance with defined SLAs
Take on a leadership position in resolving customer issues by coordinating with different companydivisions.
Listen attentively to the customer ask probing questions determine minimum data set ofinformation required analyze information and synthesize it into a resolution plan.
Employment Type
Full-Time
