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Technical Support Engineer – L1
Job Description:
A L1 Technical Support Engineer is expected to deliver highest level of customer satisfaction by tailoring incident management services to meet specific customer requirements. Applies basic foundationofafunction'sprinciples,theoriesandconceptstoassignments ofdeterminedscope, utilizes professional concepts and theoretical knowledge acquired through specialized training, education or previous experience, exercises independent judgment within defined parameters, developsexpertiseandpracticalknowledgeofapplicationswithinbusinessenvironmentandacts as team member by providing information, analysis and recommendations in support of team efforts.
He / She will troubleshooting Hardware / Networking / OS / MS Office (shrink wrap applications) related queries from our global customers over Phone / Email / Chat mediums and the job will involve working in different timezones. He / She will be required to interact with customers across geographies (through any of the mediums mentioned above) and initiate the right responses to them,positivelyandprofessionally.He/Shewillattempttoprovidethemostappropriatesolutions through remote contact, probe problems and communicate in such a way that non-technical users are able to comprehend instructions and advice. He / She will be required to demonstrate willingness to working in shifts.
Responsibilities
ThemainresponsibilitiesofaTechnicalSupportEngineerismentionedbelow,butnotlimitedto:
Answercontactspromptlyandprofessionally
Log/ValidateallcontactsinCallHandlingDatabaseandmanageendtoendallcallslogged, providing regular updates to customers on call status
Resolveahighpercentageofcustomerproblemsusingtherelevanttoolsandsystems
Completefollow-onactionsasappropriateandinvokeEscalationProcedureswithindefined time frames and as appropriate
AdheretoPolicies&Proceduresandworktoachieveindividualandteamgoals
Protectconfidentialandsensitiveinformationandmaterialswhileobservingstrictcompliance to licensing, copyright and trademark legislation
Demonstratecompetenttechnicalskillset&handsontechnicalsupportexperience
IsrequiredtobeaSuperUserofMicrosoftOffice
Abilitytomulti-taskandprioritizewhilebeingabletomanagecommitments/deliverables
Abilitytodiagnoseproblemsandtakecorrectiveactionwithlimitedsupervision
AbilitytoassessprogressagainstSLAunderlimitedsupervisionandinterveneasnecessary
AbilitytoworkwithindividualstoreviewmeasuresandtocoachtowardsmeetingSLA’s
MustpossessExcellentCommunicationskills/highenergyandconfidence
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* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.
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