IT Remote Support Engineer

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 all technical support activities are performed in strict accordance with regulatory guidelines, clearly communicating proposed solutions and actions to customers to ensure transparency and compliance. - Participates in advanced training programs and continuous learning opportunities to deepen technical knowledge and enhance the ability to troubleshoot and resolve more complex issues within the assigned modality. - Works collaboratively with cross-functional teams, sharing technical insights and best practices to improve service delivery processes, contribute to team success, and enhance overall customer satisfaction. - Operates under direct supervision in managing and resolving customer issues, applying technical knowledge and judgment to make informed decisions while seeking guidance for non-routine challenges. - Develops stable working relationships internally, actively exchanging standard information with colleagues, immediate supervisors, project leaders, and other professionals within the team or group to foster collaboration and support collective goals. - Any adhoc duties as assigned by team lead. Requirements: - Diploma, Bachelor's Degree in Engineering, Medical, Science related field, with 2 years of relevant experience. - Excellent communication and interpersonal skills. - Positive attitude and enthusiasm to learn and ability to work in a team. Preferred Skills: - Regulatory Compliance - Data Analysis & Interpretation - Root Cause Analysis (RCA) - Troubleshooting - Service Operations - Technical Documentation - Customer Service - KPI Monitoring and Reporting - Product Installation - Product Repair & Maintenance