Engineer - EUS

Microland
  • Mumbai
  • Confidential
  • 1-5 years
  • Views
  • 11 Oct 2018

  • Customer Service

  • Consumer Durables/ Semi Durables
Job Description

Issue gathering from customers.

Reporting & follow up with vendors/ ISP/ carrier for queue reduction.

L1 troubleshooting for hardware, software and network systems issues & take judgement for appropriate escalation.

Report Generation to track assets, backup activities, software & hardware installations. Shift handover report for existing tickets.

Install & configure OS, Outlook based on SOP and fix physical connectivity issues of LAN & peripherals.

2.Endpoint Security: Updation of antivirus & monitoring anti- virus patches.

3.Client Applications: Support installation of different types of client applications.

KPIs:

Customer: 1 client appreciation per quarter zero escalations in a year. 1 Customer facing SIP per year.

Process: 100% achievement of response & resolution SLAs. 100% compliance to service management processes.

Technology: Atleast one emerging technology training/ year. Atleast one technology certification/ year.


Job Posted By

Divya Lakshman
Lead - Corporate Talent Acquisition

About Organisation

Microland