Technician
ROLE DESCRIPTION SUMMARY
The position is responsible for providing support for all business services and applications deployed within
SES. In addition to ticket management, the function also includes support via telephone, remote support,
and hands on.
PRIMARY RESPONSIBILITIES / KEY RESULT AREAS
Act as a point of escalation within the EUC for more complex or in-depth issues
Perform the role of a Problem Analyst in the SES Problem Management process for problems requiring the analysis of the ServiceDesk
Take on role of Incident Manager when required or directed by management
Act as a point of contact between the EUC and the Digital Workplace team for in-depth understanding of SES computer deployment process
Train and mentor more junior EUC agents
Provide first level Incident logging and resolution, or re-assignment to other teams
Provide Service Request Fulfilment for IT Services
Provide support for various technical areas like computers, computer peripherals, mobile phones, printers, applications, conference systems, software delivery,



user account and access management, etc.
Adhere to and promote all applicable official SES policies, procedures, and standards.
Ensure the adherence to existing policies (ITSM, CoBIT, ITIL, Security)
Leverage the SES official Knowledge base in response to Incidents and Requests to ensure consistency and adherence to established practices.
Take ownership and responsibility for assigned Incidents, Requests, or Tasks and follow them up until solved and keep the user up to date
Document in writing in ITSM tool all issues, troubleshooting, and resolutions for calls, incidents, requests and task assignments.
Be proactive and responsive to customer needs
Participate in the monitoring of the SES IT landscape via the use of monitoring tools, dashboards, and alert notifications.
Proactively communicate, as necessary, service status changes, advisories, or updates to appropriate stakeholders via establi

📌 Engineer End User Computing 1 Chennai
🏢 SES
📍 Chennai