BPO - Service Desk Engineer 2 (Hybrid Setup)

About the role: Service Desk Engineers work as part of our Technical Engineering Center (TEC) in providing remote technical support to customers in a 24X7X365 environment. In this position, you'll work on a wide variety of technical issues and be a part of a dynamic, collaborative team. Customer service and a strong desire to learn and grow are paramount

What you'll do:

• Provide telephone/email technical troubleshooting support to the entire customer base of about 1,000 small-medium sized businesses. Our customers require IT support ranging from supplemental support to total IT management.
• Perform advanced troubleshooting and resolving various technical issues related to computer hardware and software problems.
• Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way.
• Log accurate and detailed case notes within the ticketing system.
• Serve as technical escalation point of contact for Le...