Job Description

As a resident customer advocacy engineer will act as a single point of contact for customer Provide 1st level functional & technical support to onsite users for a web based application (our proprietary application) Follow-up & maintain log and/or list of reported customer issues/tickets, update pending issues/tickets, identify & escalate issues requiring level 2 escalation Follow-up with onsite users for missing information/ approvals for processing of requests for closure of pending issues Create and Upload KB Articles in the Knowledgebase Provide individual training and support on request Maintain current and accurate inventory of technology hardware, software and resources Maintain log and/or list of required repairs and maintenance Produce reports as required by support desk manager, from time to time Configure, maintain and troubleshoot all network (LAN wired & wireless, access points) related issues Provide support on android based tablets issues Adhere to defined Service Levels Adhere to established policies & procedures of the support desk Required Skill Set Superb problem-solving skills & trouble shooting skills Minimum 2-3 years of experience in technical support for networks & computer systems Familiarity/exposure with networking appliances (Switches, Firewall, Access points) Familiarity/exposure with Windows server Familiarity/exposure with android based tablets Good customer interaction skills Good communication & presentation skills B.E./ B. Tech/MCA/Diploma in E&T/IT/ Electronics/Computers/ EC/ Electrical or Any Graduate with Hardware & Networking diploma

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