Service Center Engineer  

Job Details

Category:

Information Technology

Career Level:

Experienced (Non-Managerial)

Experience:

1 Year

Required Qualification:

Bachelor

Requires Traveling:

No

Salary:

Salary Not disclosed

Salary Type:

Per Month

Total Vacancies:

4

Skills

customeremailloggingticketingsysteminternalindustrialhandlingbasichouselineslasresolutionprogressanalysisbasismonitoringtimealarmsdataoperationssupport

Description

Customer Support:

Respond to Customer’s requests raised via email

Logging Tickets on Ticketing System, Updating Ticketing System with the latest on all tickets,

following internal SOPs based on Industrial Standards.

Handling basic Tickets as per In house Applications/Systems basic understanding

Escalating Tickets to relevant teams at nd Line

Follow up on Opened Tickets Internally as per SLAs till resolution

Updating Customers with progress as per SLAs

Tickets Reports and Analysis on Daily, Weekly and Monthly basis

NMS Monitoring (Basics):

Real time monitoring on NMS, and escalating Alarms as per severities with relevant teams

Investigate and compile data on repetitive alarms

Escalate any risks in Operations on the basis of repetitive alarms with nd Line Support / TechOps

Lead

Follow up with responsible persons for resolving escalated/pending alarms