Technical Support Engineer L1.5

Role & responsibilities:

• Providing excellent support to customers during every single interaction

• Resolving technical issues (hardware and software) from incoming internal or external businesses and end user's contacts for the product (Laptops, Desktops, Printer etc.)

• Assisting end users to avoid or reduce problem occurrences.

• Work in day shift and if it requires need to support 24/7 shift too.

• Engaging support as needed to ensure SLA demands are met.
• Responding to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.
• Proactively assisting internal or external businesses and end users to avoid or reduce problem occurrence.
• Providing direction and guidance to process improvements. Articulating recommendations and explain resolutions to clients. Partnering actively with the Sales