Job Description

Job Title: IT Support Engineer

Location:Chennai

Experience: 0-2.5 Years

Qualification:

B-Tech Employment Type: Full-Time

We are hiring on behalf of our client for an IT Support Engineer role. This position requires a dynamic individual who can ensure high-quality customer support, resolve technical issues efficiently, and contribute to service excellence.

Key Responsibilities:

• Adhere to quality standards (voice & accent, tech monitoring), regulatory requirements, and company policies.

• Ensure positive customer experience and CSAT through First Call Resolution (FCR) and minimizing Average Handling Time (AHT), rejected resolutions, and reopen cases.

• Maintain high login efficiency (availability) to support customers effectively.

• Provide Level 1 remote desktop support via phone, email, or chat for diagnosing and resolving hardware, software, and network issues within agreed SLA timelines.

• Update worklogs and follow shift/escalation processes to escalate complex issues to Level 2 and Level 3 IT support teams as required.

• Engage in knowledge base updates and self-development to improve service quality.

Required Skills and Qualifications:

• Technical Expertise: Basic knowledge of hardware, software, and network troubleshooting.

• Problem-Solving Skills: Ability to analyze and resolve customer issues effectively.

• Customer Focus: Strong communication and interpersonal skills to enhance customer experience.

• Collaboration Skills: Ability to work with cross-functional teams to resolve escalations.

Why Join This Opportunity?

• Gain hands-on experience in remote IT support.

• Work in a fast-paced, customer-focused environment.

• Opportunity to grow and develop technical expertise.

If you are eager to build your career in IT support and service management, apply today!

[Apply Now]