It Support Engineer L2
- NCR Corporation
- 3 - 7 years
- Mumbai
- 26 days ago
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Job Description
Role Summary
Client Support specialist team handles incidents escalated by the frontline Helpdesk when resolution is not achieved on first call. The role involves advanced troubleshooting, proactive outbound engagement on calls, emails and chat. The team is also involved in trend analysis and root cause analysis in collaboration with L2/L3 teams.
Key Responsibilities
- Resolve escalated L1 issues via advanced diagnostics and outbound user contact.
- Perform trend analysis and root cause investigation for recurring issues.
- Collaborate with L2/L3 teams to drive permanent fixes.
- Create knowledge articles and improvement recommendations.
ESSENTIAL SKILLS:
- Candidate should be comfortable to work in 24/7 environment.
- Excellent verbal and written communication.
- Strong documentation and reporting abilities,
- Diploma or equivalent in IT or related fields with 3 years of work experience in IT hardware/software required.
- Microsoft Certified Desktop Technician preferred.
TECHNICAL SKILLS:
- Extensive knowledge of troubleshooting Windows 10 and MacOS operating systems.
- Expertise in installing, configuring, and troubleshooting Microsoft 365 applications.
- Expert level knowledge of troubleshooting Internet technology and networking concepts such as VPN.
- Should be skilled in virus/malware removal and troubleshooting customized applications.
- Knowledge of Android and IOS mobile devices.
COMMUNICATION SKILLS:
- Candidate should have excellent communication - Strong command of English sentence structure, vocabulary, and grammar.
- Neutral accent, suitable speech rate, appealing voice, and confident tone.
- Ability to talk naturally with no need for filler.
- Call management and effective email communication skills.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: NCR CorporationLocation(s): Mumbai
Keyskills: Outbound Troubleshooting International Voice Process Voice Process International
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