IT Remote Support Engineer (Infra & Application)

Responsibilities:

Provides first-line remote technical support to customers by resolving a wide range of issues within a modality, leveraging technical expertise and troubleshooting skills to deliver effective solutions with a focus on customer satisfaction.

Receives, registers, and prioritizes customer service requests across various communication channels, ensuring all critical information is documented in the service management system for efficient problem resolution and follow-up.

Documents all service activities thoroughly, including diagnostic procedures, troubleshooting steps, resolutions, and case statuses, maintaining comprehensive records that support effective case management and future reference.

Identifies and escalates more complex issues that require additional expertise, providing a detailed account of the troubleshooting performed and collaborating with senior engineers or management to facilitate resolution.

Ensures a...