Job Overview
Role: System Engineer L1 Location: Ahmedabad, Mumbai Experience: Freshers Qualification: B.E / B.Tech (Relevant Field) Key Skills: Desktop Support, Technical Support, Remote Troubleshooting
Job Description
The team is looking for a System Engineer L1 capable of handling incoming calls and responding to customer emails in a timely manner. Your core responsibility will be to provide remote technical support, resolving complaints and offering solutions using available resources and software. You will play a crucial role in troubleshooting Windows OS, Microsoft Outlook, Teams, Citrix, Virtual Desktop Infrastructure (VDI), VPN, and various security applications. A clear understanding of these architectures is vital for remote diagnosis.
Roles and Responsibilities
- Technical Troubleshooting: Provide remote support for Windows operating systems, Outlook, Teams, Citrix, VDI, VPN, and security apps.
- Customer Support: Answer incoming calls, respond to emails, and handle irate customers with empathy and exceptional communication skills.
- Incident Management: Research, identify, and resolve customer complaints. Route calls and tickets to appropriate resources and domains for escalated support.
- Documentation: Document all call information and resolutions according to standard operating procedures (SOPs). Complete call logs and daily reports.
- Trend Analysis & Process Improvement: Recognize trends in customer calls, alert the management team, and create new SOPs for recurring issues and their resolutions.
Skills and Eligibility Criteria
Educational Background: Must possess a B.E or B.Tech degree in a relevant field (Computer Science, IT, Electronics, etc.).
Mandatory Technical Skills:
- Strong foundation in Desktop Support and Technical Support .
- Technical knowledge in troubleshooting base Operating System (Windows) issues.
- Familiarity with remote support tools, VPN setups, Citrix, and VDI environments.
Competencies:
- Excellent verbal and written communication skills.
- Ability to empathize, pacify, and manage customer escalations professionally.
- Eagerness to learn new technologies and adapt to dynamic support environments.