Desktop Support Engineer-L2

Company Name: GS-IT

Location: Transasia Cyberpark, Infopark Phase II, Kochi

Job title: IT Remote Support Engineer

JOB RESPONSIBILITIES

• Delivering a client focused service experience for technology user queries received over the

phone, mail or ticketing tools in a professional and timely manner while demonstrating the

highest standards of verbal communication.

• Serve as the first point of contact for our clients seeking technical assistance over the phone,

email, and ticketing tool.

• Follow best practice ticket management processes, ensuring tickets owned are handled and

updated as per process and every effort is made to make service levels.

• Walk the customer through the problem-solving process remotely.

• Direct unresolved issues to the next level of support personnel.

• Provide accurate information on IT products or services. Record events and problems and their

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