Job description

  • Identify and diagnose issues and problems of all Desktop, Thin client, All Model of Printers, Laptop, UPS & networks
  • Categorize and record reported queries and provide solutions, Support problem identification, Advise users on the appropriate course of action, Monitor issues from start to resolution, Escalate, if needed, unresolved problems to a higher level of support, Managing one or more customer service or service desk functions
  • Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services
  • Delivering customer service through multiple channels including human, phone, email, self-service, and automated
  • Receives and handles requests for service, following agreed procedures
  • Promptly allocates calls as appropriate
  • Logs incidents and service requests and maintains relevant records: Identifies and classifies incident types and service interruptions
  • Records incidents cataloging them by symptom and resolution
  • Acts under guidance to record and track reliability data for your services
  • Systematically interprets user problems and identifies solutions and possible side effects
  • Uses experience to address user problems and interrogates database for potential solutions
  • Escalates complex or unresolved incidents
  • Records and tracks issues from outset to conclusion

Role: Field Service Engineer
Industry Type: IT Services & Consulting
Department: Engineering – Hardware & Networks
Employment Type: Full Time, Permanent
Role Category: IT Network
Education UG: Any Graduate PG: Any Postgraduate

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