SYSTEM ENGINEER L4
Remote
RemoteFull TimeEnterprise
Full TimeEnterprise
Job Summary
Answer incoming calls and respond to customer emails in a timely manner while troubleshooting Windows, Outlook, Teams, Citrix, VDI, and VPN issues remotely. Manage and resolve customer complaints by researching applicable software solutions and escalating complex issues to supervisors as needed. Document all call information according to standard operating procedures, create SOPs for new issues, and identify trends to alert the management team. Route tickets to appropriate resources and domains who can best support the user. Complete call logs and reports to track performance.
Required Qualifications
- Excellent communication skills
- Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills
- Technical Knowledge in Troubleshooting Base Operating system Issues
- eager to learn New Technologies
- Troubleshooting Windows
- Troubleshooting Outlook
- Troubleshooting Teams
- Troubleshooting Citrix
- Troubleshooting VDI
- Troubleshooting VPN
- Troubleshooting Security App
- Remote Support
- Answer incoming calls
- respond to customer emails in timely manner
- Manage and resolve customer complaints
- Identify and escalate issues to supervisors
- Provide product and service information to customers
- Research required information using available resources
- Offer Solution to customers
- Research, identify, and resolve customer complaints using applicable software
- Route calls and tickets to appropriate resources and Domains
- 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
- Complete call logs and reports
- Technical Support
- 5-8 Years
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