2018 – 2021 Ahana Systems & Solutions (Pvt) Limited
Product HP laptops and desktop and network devices
Designation : IT Support Engineer
Responsibilities:-
- Serving as the first point of contact for Customers seeking Technical assistance over the phone or email / Video Call
- Performing remote Troubleshooting through Diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by customers
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve User issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedur
