Senior Support Engineer

Year Bengaluru, Karnataka, India

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JD IMS Convergence L1:

handle incoming queries and help requests from end users, either via email or over the phone.
Experience in services/alarm monitoring
take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests.
Support the Single Point of Contact for Operations
Ensure a prompt and professional response to all types of enquiries into the Service Desk (Telephone Calls, Tickets and Emails)
Manage escalations as per Standard Operating Procedures (to escalate to respective departments)
Assist and support the co-ordination of planned outages in co-ordination with other Operations groups.
Ensure operational teams adhere to quality standards within the IT Service Management toolset
Willingness to work in rotational shifts
The ability to prioritize workload
Excellent verbal and written communication skills
Basic Knowledge on the ITIL Concepts
Basic knowledge on MS office
Linux/DB basics preferred
strong Interpersonal skills to connect with peers and clients
prior work experience in telecom stream preferred

Qualifications
B Tech
Range of Year Experience-Min Year
4
Range of Year Experience-Max Year
7

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