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:
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Adhere to quality standards (voice & accent, tech monitoring), regulatory requirements, and company policies.
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Ensure positive customer experience and CSAT through First Call Resolution (FCR) and minimizing Average Handling Time (AHT), rejected resolutions, and reopen cases.
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Maintain high login efficiency (availability) to support customers effectively.
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Provide Level 1 remote desktop support via phone, email, or chat for diagnosing and resolving hardware, software, and network issues within agreed SLA timelines.
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Update worklogs and follow shift/escalation processes to escalate complex issues to Level 2 and Level 3 IT support teams as required.
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Engage in knowledge base updates and self-development to improve service quality.
Required Skills and Qualifications:
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Technical Expertise: Basic knowledge of hardware, software, and network troubleshooting.
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Problem-Solving Skills: Ability to analyze and resolve customer issues effectively.
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Customer Focus: Strong communication and interpersonal skills to enhance customer experience.
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Collaboration Skills: Ability to work with cross-functional teams to resolve escalations.
Why Join This Opportunity?
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Gain hands-on experience in remote IT support.
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Work in a fast-paced, customer-focused environment.
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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]