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 2nd 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 2nd Line Support / TechOps
Follow up with responsible persons for resolving escalated/pending alarms
Muhammad Farooq (Recutiter) is in search of talented and motivated individuals for the post of Service Center Engineer in the field of Information Technology in one of their office located in Islamabad - Pakistan. The ideal candidate should have bachelor qualification and atleast 1 year of experience. The position require customer, email, logging, ticketing, system, internal, industrial, handling, basic, house, line, slas, resolution, progress, analysis, basis, monitoring, time, alarms, data, operations, support mandatory skills. This is a Full-Time morning shift job.