Tech Support Engineer (L1/L2) 24/7 Help Desk

Nagarro; New York (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

A digital product engineering company in New York is seeking a Help Desk Agent to deliver excellent customer service through phone and chat support. This role requires at least 2 years of experience in IT help desk support, a strong customer service orientation, and the ability to troubleshoot technical issues independently. The ideal candidate will have experience with CRM/ITSM tools and Microsoft software, and be available for 24/7 operations as needed.

Qualifications

• Minimum of 2 years’ experience supporting IT Help Desk for clients.
• Help desk experience and managing tickets, preferably in public services.
• Self-motivated with a willingness to solve client problems.

Responsibilities

• Answer phones and chats from customers professionally.
• Provide L1 and L2 support to parents, staff, and other customers.
• Log calls into the CRM ITSM tool.
• Research required information to handle inquiries.
• Identify customer problems and follow the script for resolution.
• Complete call notes and reports in the CRM.

Skills

Excellent written and oral communication skills

Customer service orientation

Independent troubleshooting of technical issues

Microsoft tools experience (Word, Excel, PowerPoint)

Tools

CRM/ITSM tools

Job description

A digital product engineering company in New York is seeking a Help Desk Agent to deliver excellent customer service through phone and chat support. This role requires at least 2 years of experience in IT help desk support, a strong customer service orientation, and the ability to troubleshoot technical issues independently. The ideal candidate will have experience with CRM/ITSM tools and Microsoft software, and be available for 24/7 operations as needed.