Service Engineer - Trainee

  • Bangalore
  • Confidential
  • 0-1 years
  • Views
  • 15 Nov 2018

  • Software Design & Development

  • Consumer Durables/ Semi Durables
Job Description

Resolve Technical issues at level 1(Incident and Service request)
Install / Uninstall various software and upgrades equipment when necessary
Remote management of Hardware/Software related problems
Work on Desktop/ Laptop/Server Installation, Software upgrade & Reports
Anti-virus on servers upgrades, monitoring anti-virus patches on Servers and Desktops and generating Reports
Handle data/systems backup Activities on daily, weekly and Monthly
Raise tickets (Incidents/Service Requests) as per customer/user requirements
Gather knowledge of various technical teams and assigning tickets to them as per the defined process
Gather information from vendor and customer and update the tickets regularly as per the defined process
Follow the various Escalation Matrix (Vendor, Internal and Customer defined)
Ensure tickets are closed post user / customer communication & stock management
Special focus on Power Users, critical incidents
Constantly track tickets for SLA adherence and escalate on deviations as defined in the process
Comply with defined processes and update tickets with SLA

Technology Skills:
Basic knowledge of PC/laptop hardware and associated external components
Basic knowledge of Operating Systems and associated applications
Basic understanding of internet connections, VPN and networking concepts
Knowledge & understanding of email clients like outlook and other messaging platforms
Communication/Soft Skills:
Very good communication skills with ability to interact with Global Customers
Ability to comprehend queries, request, issues of the caller / user
Ability to communicate well with resolver groups / Level 2 Teams / SMEs
Ability to understand & follow defined processes
Ability to operate tools / systems as per SOPs
Ability to perform call triage
Ability to communicate in the right format for the client/user to understand the context
Take ownership of assigned tasks and drive them to closure
Willingness to work in 24/7 shifts (rotational shifts)

Job Posted By

Divya Lakshman
Lead - Corporate Talent Acquisition

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