Job Description
- Handle customer tickets (interrupt) and auto-generated tickets (incident)
- Provide primary on call support 24x7
- Incident Management and customer communications
- Alarm detection and handling
- Responsible for level 2 Troubleshooting and Error Management
- Call-out/Escalations as needed
- Trouble Ticketing
- Review and awareness of maintenance activity
- Maintain Documentation as it pertains to the execution of this SOW
- Reporting Requirements
- Handling escalations passed on by L1
Educational Qualification/Experience
- B.tech/BE, technically certified (preferred)
- 4-6 Years
Job Requirement
- Fluent oral and written communication skills Excellent interpersonal and organization skills.
- Demonstrated ability to capture and document all relevant details pertaining to a support issue or request.
- Positive thinker, confident, presentable, enthusiastic, resilient, and team player
- Ability to present technical information to a varied audience over the phone
- Ability to follow special instructions and other knowledge documentation to determine the appropriate path to resolution for customer before consulting and/or escalating issues to other service department staff members.
