Technical Support Engineer in Carrollton TX Onsite at hour on w

Job description:

Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA's

Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.

Update users about request status and close request when users are satisfied with solutions

Level 1 troubleshooting mainly related to Retail systems like POS, BO, EMV, KDS, OCS, SOS timers, receipt printers etc., desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.

Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups

Technical Skills:

Effective Business Communication

Strong time management

Communication in neutral or American accent over phone and grammar skills

Analytical skills

Ability to follow process and procedures. Escalate unknown issues or questions without delay

Prompt response to telephone calls, email, and instant message requests for technical support

Operating the computer, OS and Knowledge base navigation

Use of Ticketing tool

Account Management / Password reset

Cisco VPN client support

Behavioral Skills:

Good in communication

Qualification:

Any Graduate + ITIL certified

Preferably A+ Certified (Not mandatory)

Note:

Shift timing from 6AM 2 PM CST