SYSTEM ENGINEER L2

System Engineer L2 required to troubleshoot base operating system issues, learn new technologies, and provide excellent customer support.

Requirements

• Excellent communication skills
• Ability to empathize, pacify, and handle irate customers with exceptional communication skills
• Technical knowledge in troubleshooting base operating system issues and eager to learn new technologies
• Troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, Security App, etc. over remote support
• Answer incoming calls and respond to customers' emails in a timely manner
• Manage and resolve customer complaints
• Identify and escalate issues to supervisors as needed
• Provide product and service information to customers
• Research required information using available resources and offer solutions to customers
• Research, identify, and resolve customer complaints using applicable software
• Route calls and tickets to appropriate resources and domains who can best support the user
• 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 given
• Complete call logs and reports