Associate Support Engineer
Company:NEC Corporation India Private Limited
Employment Type:
Office Location:Noida, UP, IN, 201305
Work Location:Hybrid
Req ID:6618
Description:
Job Title:Associate Support Engineer
Organization Name:NEC Corporation India pvt. Ltd.
Reporting Relationship:Project Manager
Role Summary:
Key Responsibilities:
- Serve as the primary point of contact for all incidents, service requests, and inquiries, ensuring each has a designated owner and is resolved within the SLA.
- Monitor, track, and manage issues through the CRM process, ensuring no incidents get bottlenecked and are resolved efficiently.
- Provide support by understanding customer needs, mapping workflow processes, and analyzing technical requirements or gaps.
- Ensure continuous support to clients and stakeholders, proposing resolutions and managing customer expectations.
- Track all cases to ensure timely responses, maintaining updates on incident status, progress, and history in the CRM.
- Monitor ongoing service requests and incidents, ensuring timely communication to end users.
- Collaborate with senior teams and stakeholders to resolve escalated issues and monitor the status of incidents.
- Ensure contributions towards the overall Total Customer Experience are met and maintain a high standard of service quality.
- Create and update knowledge base articles to document solutions for recurring issues.
- Ensure stability of the network and hardware infrastructure by monitoring and troubleshooting when necessary.
Skills, Knowledge, and Experience:
- ITIL Knowledge: Case management, ticketing tool lifecycle experience.
- Technical Tools: Proficiency in MS Office (Excel, Word), and experience with computerized data entry and network monitoring tools.
- Robust analytical skills and attention to detail.
- Customer Service: Experience managing service requests and incidents, meeting quality assurance requirements and performance metrics.
- Certifications: Any ITIL and Automation
📌 Associate Support Engineer (Noida)
🏢 NEC
📍 Noida