Customer Support - Engineer
Posted on :
08-01-2024
Employer Active
1 Vacancy
The job posting is outdated and position may be filled
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Jobs by Experience
1-3years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
08-01-2024
Job Description
Responsibilities
Adherence to company s defined Standard Operating Procedure (SOP)
Routine review Standard Operating Procedure (SOP) for best Industry practices and efficiency
Attend duty shifts as assigned by the departmental manager
Research and identify solutions to software and hardware issues
Continuously updating knowledge and capacity within the team to provide optimum solutions to customers
Diagnose and troubleshoot technical issues including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution within agreed time limits
Talk to clients through a series of actions either via phone email or chat until they ve solved a technical issue
Visits to customer premises for calls and implementation / roll outs
Properly escalate unresolved issues as per SLA s
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate technical solutions Ensure all issues are properly logged and documented
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals.
Maintain relationships with clients
Updating / Monitoring of REDMINE (CRM System) / Manager on daily basis
Weekly Meeting Reports (using specific format provided by management)
BOQ s and Site Survey Reports as and when required (using defined format provided by Manager)
Prepare progress report for the activities carried out for the clients as well as inhouse premises
Risk assessment
Requirements
Knowledge and Experience
At least minimum of bachelor s degree or Advance Diploma in one of the following fields Information Communication Technologies Computer science or equivalent
Proven work experience as a Technical Support Engineer Desktop Support Engineer IT Help Desk Technician or similar role.
Preferred 12 years of Handson experience with WindowsServers/Cisco Network and Security solutions/Sophos Security Solutions.
Highly selfmotivated and directed.
Strong customer s service orientation.
keen to build his/her career in domain of System integration System Security Network Integration and Security.
Good knowledge and understanding of computer systems mobile devices troubleshooting techniques and basics of Information security with ability to diagnose and resolve technical and security issues.
Any of the following Certificates will have added advantages o CISCO CCNA o Microsoft Certified o Sophos Certified Engineer o VMware certification
Employment Type
Full Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
