Field IT Support Engineer L2

Candidate should be good in communication and be able to resolve IT related issues as soon as possible. He should be proactive, a quick learner, and have a passion for IT.

Provide onsite & remote support to customers with a high degree of customer service quality and technical expertise.

Immediate escalation of advanced level cases to L2/L3 team.

Research, resolve, and respond to customer issues/support cases received via telephone, email, and web portal in accordance with company quality standards.

Clearly document technical issues within support incidents.

Evaluation of issues and resolutions for contribution to the Technical Support Knowledgebase.

Provide timely follow-up to user questions according to established SLAs.

Use common sense, logic, instructions, pre-established guidelines, and the knowledgebase to perform the function of the job.

Acquire and maintain knowledge of existing and new products and services in order to provide accurate and efficient customer support.

Clearly communicate issue status to customers in accordance with defined SLAs.

Take on a leadership position in resolving customer issues by coordinating with different company divisions.

Listen attentively to the customer, ask probing questions, determine the minimum data set of information required, analyze information, and synthesize it into a resolution plan.