Job Description
As a resident customer advocacy engineer will act as a single point of contact for customer
Provide 1st level functional & technical support to onsite users for a web based application (our proprietary application)
Follow-up & maintain log and/or list of reported customer issues/tickets, update pending issues/tickets, identify & escalate issues requiring level 2 escalation
Follow-up with onsite users for missing information/ approvals for processing of requests for closure of pending issues
Create and Upload KB Articles in the Knowledgebase
Provide individual training and support on request
Maintain current and accurate inventory of technology hardware, software and resources
Maintain log and/or list of required repairs and maintenance
Produce reports as required by support desk manager, from time to time
Configure, maintain and troubleshoot all network (LAN wired & wireless, access points) related issues
Manage server (windows)
Provide support on android based tablets issues
Adhere to defined Service Levels
Adhere to established policies & procedures of the support desk
Required skill set:
Superb problem-solving skills & trouble shooting skills
Minimum 2-3 years of experience in technical support for networks & computer systems
Familiarity/exposure with networking appliances (Switches, Firewall, Access points)
Familiarity/exposure with Windows server
Familiarity/exposure with android based tablets
Good customer interaction skills
Good communication & presentation skills
Education:
B.E./ B. Tech/MCA/Diploma in E&T/IT/ Electronics/Computers/ EC/ Electrical or Any Graduate with Hardware & Networking diploma
Please send your resume at:
[email protected] Subject line: Position applied for | Highest Qualification | Year of pass out | College | University | Yrs of experience Sample subject line: Customer Advocacy Engineer | BTech | 2015 | 75% | IIT | IIT Kanpur | 2yrs
