Description

Who We Are

Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, andscalable technology that powers critical operations worldwide.

About The Role

Trainee/Associate Engineer will oversee daily operation of support desk functions that includes taking calls as first level support, entering the reported problems in the ticketing system, solving user problems, proper escalation of open problems and dealing with the customers. Will also participate in preventative maintenance, troubleshooting, configuring and providing technical

support for end-users.

Great Candidates Will Look Like This

A team player who can work well within the team and collaborate cross-functionally, especially in a remote setting.

An excellent communicator who is efficient and effective with customers and colleagues via instant messages, email, video conferencing and in-person interactions.Enjoy troubleshooting and problem-solving analytically.

Essential duties and responsibilities include the following:



(Other duties may be assigned.)

Provide helpful and professional assistance to customers via phone, email and tickets.

Create or update support tickets as required for phone calls.

Document all calls, actions, and any relevant information in ticket notes.

Handle tickets created by customers via email.

Follow up on existing tickets proactively and within specified time frames.

Resolve or escalate tickets in a timely manner, within SLA guidelines.

Interact with other departments and teams, collaborating on tickets or solutions.

Evaluate customers’ needs and determine the appropriate action.

Troubleshoot complex technical issues with customers via phone.

Understand and follow security and other guidelines for customers’ accounts.

Process voicemails, creating or updating support tickets as necessary.

Write and send customized email responses to customers for specific situati

📌 Associate Engineer, NOC (Bengaluru)
🏢 Scale Computing
📍 Bengaluru