Consultant

Role: System Engineer L2 LONGDESCRIPTION section. 1 of 6. Section Title: Job Description

Job Description

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.

KEY SKILLS AND COMPETENCIES

• Strong communication and presentation skills • Technical knowledge • Good understanding of statistical and analytical principles and processes • 10-12 years of ITSM experience in Change and other processes • ITIL V3 / 2011 Foundation or Intermediate certification • Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors