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.
- Strong 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 certified professionals will be preferred.
- Availability: Ability to work in a 24/7 workplace and in rotational shifts.

Specialization Description

- Responding to, researching, diagnosing, and resolving problems through real-time discussions/chat with users
- Typically resolving less complex problems immediately, escalating more complex problems to senior level support
- Referencing problem management database and help desk systems

Level Description

- An experienced support level position that requires a basic knowledge of a given job area and tools, typically seen through work experience as well as vocational or technical training. Works under moderate supervision. Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures. Communicates information that requires some explanation or interpretation to achieve business results for a given area of a department or function.

📌 Associate Support Engineer (Noida)
🏢 NEC
📍 Noida