Job Title : IT Remote Support Engineer
Company : Global Surf IT Pvt Ltd.
Location : Infopark, Kochi
Experience : Freshers
Job Summary
We are looking for an IT Remote Support Engineer for our business domain Global Surf IT Infrastructure (https ://www.gs-it.ae/) for providing remote technical assistance to clients and internal teams. Your role involves resolving hardware, software, and network-related issues efficiently to minimize downtime and ensure business continuity. You will work closely with the IT team to monitor systems, manage tickets, and support end-users with timely solutions that align with our service standards.
Job Responsibilities
- Providing first-level technical support to clients via phone, email, and ticketing systems.
- Diagnosing and resolving desktop, laptop, software, printer, Microsoft 365, and basic networking issues remotely.
- Managing support tickets efficiently by documenting issues, updating ticket status, and ensuring timely resolution.
- Guiding end users through troubleshooting steps with professionalism and patience.
- Escalating unresolved technical issues to higher-level support engineers whenever required.
- Recording customer interactions, incidents, and resolutions accurately in the ticketing system.
- Following IT service management processes and maintaining agreed service levels.
- Keeping customers informed regarding the progress of their support requests.
- Identifying recurring technical issues and suggesting improvements to existing support procedures.
- Maintain accurate documentation of support requests, resolutions, and ticket updates.
- Collaborating with internal technical teams to ensure smooth resolution of client issues.
- Delivering an outstanding customer support experience while always maintaining professionalism.
Requirements And Qualifications
- A Bachelor's Degree in Information Technology, Computer Science, or an equivalent qualification.
- Fresh graduates or candidates with up to one year of experience in IT Support.
- Basic understanding of Windows operating systems, desktop troubleshooting, networking concepts, and IT peripherals.
- Knowledge of Microsoft 365 applications and related technologies is an added advantage
- Strong verbal and written communication skills.
- Excellent analytical and problem-solving abilities.
- Good time management and organizational skills.
- A willingness to learn new technologies and continuously develop technical skills.
- Flexibility to work in rotational or shift-based schedules.
- Exposure to ITIL tools will be an added advantage (not mandatory)
Pay: From ₹20,000.00 per month
Application Question(s):
- Please specify your highest educational qualification.
- Are you willing to work in rotational shifts?
Work Location: In person
