Responsible for handling Level 1 and Level 2 analysis, trouble shooting and resolution.
- Handling all the communication related to the assigned customer accounts.
- Coordinating the issues internally and with outsourced partners, service
providers (ISPs carriers) and onsite teams.
- Responsible for maintaining and making available up-to-date contact
information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use.
- To interface with customers for all CSRs internal and external.
- Emergency CSR handling on a 24/7 service level, with on call support.
- Implement workarounds to limit customer downtime. Subsequently follow-up
and ensure implementation of permanent solution.
- Participate or organize Technical Call Bridge to address technical diagnostics
& collaboration with customers and partners.
- Maintain all the connectivity and account details from a support perspective
to provide efficient support.
- Ensuring SLAs to a better level than customer contracts.
- To execute tasks allocated by the reporting manager in a timely manner
- Coordination with customer/partner SPOC for all technical aspects
- Multitask and handle various tasks based on priority
- On-site assistance to Network Specialist for connectivity (e.g. MPLS) related
technical and logistics aspects
- Coordination with customer/partner SPOC for all in office tasks including
structured cabling, labelling, rack mounting, equipment powering etc.
- Coordination with customer L1 / NOC teams including basic and detail level
filtration & troubleshooting
- Coordination with L3 team
- Incident management, reporting, RCA preparation
Educational Qualification:
- B.E. / B.Tech. , M. Sc. in Computer Science / IT / Electronics Engineering
Skills Required:
1. Technical Proficiency:
Strong knowledge of operating systems (Windows, Linux, macOS). Familiarity with networking concepts (TCP/IP, DNS, DHCP).
Experience with databases (SQL, NoSQL) and web technologies (HTML,
JavaScript).
Proficient in troubleshooting software applications and hardware devices.
1. Problem-Solving Skills:
Excellent analytical skills to diagnose and resolve technical issues efficiently. Ability to think critically and apply creative solutions to complex problems.
📌 IT Engineer required in 12 months contract of Quess corp Payroll (Sambhajinagar)
🏢 STL Digital
📍 Sambhajinagar
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