TS Engineer

Position : Technical Support Engineer

Contract : 12 months

Joining : Immediate joiners only

• Ensure all incidents / tickets related to IT systems are responded efficiently in timely manner
• Ensure that standard operating procedures are followed as per established ITIL processes
• Provide accurate information on IT products and services with highest level of end user satisfaction
• Remotely provide technical assistance to user queries and problems
• Escalate unresolved issues to the next level of support team
• Ability to document the solution properly and share the knowledge across the teams
• Following up with end user's and service teams until tickets are resolved
• Prepare and share ticket status reports
• Review and analyze common complaints and problems to identify permanent fix
• Achieve SLAs for resolution on incidents and service requests
• Exercise patience and professionalism during stressful situations