The Support Engineer is working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. The support Engineer has product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of technology evolution of product/domain. In case additional services are contracted with the customer the Support engineer will also handle e.g., Pre-emptive and Software Update handling.
Related to Problem Management, Support Engineer is responsible for the implementation of preventive actions and reporting results of implementation.
Responsibility and Tasks
General
Handle and resolve Customer issues
Provide dedicated support
Deliver results & meet customer expectations
Handle Software Update Management (SUM)
Handle Customers and internal Stakeholders from Technical perspective
Work with diverse team
Operational
Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority
Analyze and troubleshoot to Handle and provide support in critical and Emergency cases when needed
Interface and Interact with the relevant stockholders within organization and ensure the timely progress on Customer service request for Critical/ Priority cases
Available to handle customer technical queries all the time and ensure timely response
Make constant efforts to be updated on relevant technical skills all the time
Participate in Project activities and involve as needed
Take handover from Project and ensure all the check points completed
Organize and deliver the Knowledge sharing sessions with stakeholders
Review and prepare the relevant technical document i.e. RCA
Customer Specific
Valuable Working Relationship with Customer and Working groups
Take part in Operational review meetings as and when required
Understand and get updated on solution deployed in customer network
Make customer aware on pro
📌 Support Engineer (Gurugram)
🏢 Ericsson
📍 Gurugram
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.