Helpdesk and Onsite L1/L2 Support Engineer
Client of RecruitMe Plus
Employer Active
Posted 16 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Major Responsibilities:
- Meet or exceed the Customer Satisfaction Target and Service level agreement.
- Handle all incoming calls with a professional and customer-centric approach.
- Clear and positive communication with clients.
- Visit clients when required to resolve issues on-site.
- Documenting requests and issues received from the client and ensuring tickets are kept up to date with all communications and actions taken.
- Producing user guides and training clients/end users for self-help.
- Clear and positive communication with clients directly via phone, email and remote diagnostics to identify and resolve client reported issues in both technical and non-technical roles onsite.
- Always handle incoming calls with a professional and customer-centric approach while in office premise.
- Log tickets to keep track of tasks onsite.
- Conduct ongoing server monitoring and maintenance to ensure optimal environment.
- Meet or exceed the Customer Satisfaction Target and Service level agreement.
- Assist clients with a high level of consultancy in recommending hardware, software and products that may benefit or enhance a clients network.
- Participate in research and development activities.
- Maintain and update technical knowledge through learning and studying.
- Manage and select tools for projects within onsite environment.
- Effective communication with clients onsite as well as with the office staff.
- Introduce and advise on new technologies and learning new concepts and systems efficiently.
- Assist client after hours if need be.
- Effectively utilizes tools to resolve issues and escalates appropriately.
- Tracking and documenting billable hours.
- Good command of verbal and written English
Desired Candidate Profile
Knowledge and experience required:
- Minimum 3 years of experience in a similar role.
- Strong verbal and written English communication skills.
- MCSE certification or similar qualification.
- Ability to update troubleshooting information, resolve the issue and get feedback from users.
- Good Knowledge of sever & Active Directory user accounts management.
- Good knowledge of Azure and Office 365 Admin Center.
- Hardware: Understanding of assembling and troubleshooting of desktop and laptops.
- Must be proficient in different brands like MAC, HP, Dell etc.
- Networking: Good knowledge of DHCP DNS IP addressing and vLAN.
- Prior experience in both on-site and remote support.
- Understanding of Time Management and Data Entry Management.
- Works effectively both as a team member and independently on your own tickets.
- Driver's license required.
- Own car required.
Company Industry
- Recruitment
- Placement Firm
- Executive Search
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Helpdesk And Onsite L1/L2 Support Engineer
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Client of RecruitMe Plus
Our client is looking for a well-organized Helpdesk and Onsite Support Engineer (L1/L2) to join their Managed Services department and provide high quality managed service support and customer service for all their clients across the company's product and services offering.