System Engineer

Do

• Excellent communication skills,
• Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
• Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
• Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
• Answer incoming calls and respond to customers emails in timely manner.
• Manage and resolve customer complaints.
• Identify and escalate issues to supervisors as and when needed.
• Provide product and service information to customers.
• Research required information using available resources and Offer Solution to customers.
• Research, identify, and resolve customer complaints using applicable software.
• Route calls and tickets to appropriate resources and Domains who can best support he user,
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls.
• Create SOPs for new Issues and resolution given.
• Complete call logs and reports.
• ? Administrator will maintain the list of active users for every system and shall review and update the active user list on a yearly basis/during periodic review or as needed - List of Active Users.
• ? User has the responsibility to change/reset the password upon receiving the password for the first time and every time the password has been reset by administrator
• ? Management of the users, credentials, policies, and access within your system.
• ? Synchronizing identities between directories, databases, and applications.
• ? Self-service password, group, and certificate management.