L2 Support Engineer - IT

Gurugram, Haryana
Work Type: Full Time
  • Providing complete Software & Hardware support to every customer as & when needed.
  • Collect information from users to understand and resolve problems remotely.
  • Attend to support cases via phone, email or online web tools.
  • Analyse and categorize incidents to diagnose and resolve them to the best of their ability, and redirect support cases to the right support staff/resource when necessary.
  • Advise customers on the appropriate action.
  • Utilize available resources and aids in coming up with solutions for problems.
  • Accurately log relevant details of all interactions with customers.
  • Follow up pending actions from customers and other resources in the organization and track each call to resolution.
  • Strictly follow support procedures while abiding with privacy guidelines in handling customer information.
  • Analyse trends and patterns in incidents, and provide feedback to support managers and the application team.

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