Network Engineer - Support L2 Job in Nexapp Technologies Pvt Ltd

Job Brief

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

Responsibilities

• Research and identify solutions to software and hardware issues
  
• Diagnose and troubleshoot technical issues, including account setup and network configuration
  
• Ask customers targeted questions to quickly understand the root of the problem
  
• Track computer system issues through to resolution, within agreed time limits
  
• Talk clients through a series of actions, either via phone, email or chat, until they ve solved a technical issue
  
• Properly escalate unresolved issues to appropriate internal teams as per SLA
  
• Provide prompt and accurate feedback to customers
  
• Refer to internal database or external resources to provide accurate tech solutions
  
• Ensure all issues are properly logged
  
• Prioritize and manage several open issues at one time
  
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  
• Prepare accurate and timely reports
  
• Document technical knowledge in the form of notes and manuals
  
• Maintain jovial relationships with clients.