About Us
GS-IT is a Dubai-based leading IT company. We are seeking an experienced IT-Remote Support Engineer (Team Lead) to support our UAE clients.
Click the link below to know more about the Company. https://www.gs-it.ae/
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 resolution in logs.
- Follow-up and update customer about the support status and make record in ITIL tool.
- Pass on any feedback or suggestions by customers to the appropriate internal team. Identify and suggest possible improvements on procedures
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Skills required
- Good communication and time-management skills
- Hands on Experience in desktop support
- Proven experience as a Support Engineer or other customer support role
- Good work experience on Office365 and other IT peripherals
- Ability to work under pressure and prioritize tasks based on urgency and importance.
- Motivation to learn new skills and technologies.
- Critical thinker and problem-solving skills
- Degree in Information Technology, Computer Science or equivalent
- Experience is any ITIL tool is a plus
