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Job Title: Technical Support Engineer
Location: Carrollton, TX 75007
Duration: 2+ months on w2 (possible extension)
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:
Part time role from 6AM-10AM CST (4 hours per day, 20 hours per week for initial 2 months)
InfiCare Technologies
