An enthusiastic IT Field Support Engineer with the necessary drive and determination needed to resolve complex networking issues. Looking for a new and challenging position, one which will make the best use of my existing skills and experience and also further my development.
Areas of Expertise:
Provide Technical Support to Fiber, WiMAX, Ethernet CS, and Radio clients.
Edit & Maintain customer's records and information.
Ensures and provides quality service to customers.
Working in a Service desk team, engage engineers for technical resolution of incidents
Responsible for assuring users are provided efficient and timely first and second level support
Ensure all calls are logged, updated, and closed accurately as per agreed SLAs/OLAs
Responsible for analysis of performance and designing reports on the basis of KPI.
IT Service – Directly support our internal customers through various SLAs
Assist with troubleshooting network connectivity between sites when necessary
Resolving technical problems with LAN, WAN, and other systems
To address sales inquiries via Email, Social media & phone call
Implementing effective user satisfaction strategies by identifying and eliminating the root causes of user problems
Act as the first line of communication with clients, focusing on customer needs & satisfaction
Answer inbound calls, listen and resolve customer’s concerns
Provide proactive customer follow-up and issue management, including coordination of customer calls.
Write professional responses to agent emails using proper grammar, spelling, and punctuation. Use prewritten templates, when appropriate.
Responsible for placing outbound calls to customers to walk them through company products, including answering tier 1 and some tier 2 technical support questions.
Access technical issues and identify solutions.
Maintained a high level of customer satisfaction by clarifying customer needs, while ensuring they were met in a timely fashion.
Using computer-assisted engineering and design software\
Attending meetings on site
Preparation of Electrical procedures for installation test & commissioning.
Reading electrical design specifications and technical drawings.
Organizing routine servicing schedules
Making sure all electrical engineering projects are fit for their purpose
Liaising with and monitoring third-party contractors.
Negotiating with suppliers and purchase items at optimum cost.
To handle all types of complaints related to the products and services
To make sure the complaints are resolved within the given time.
To take regular feedback from customers & assure customer satisfaction
To provide the customers with the complete information about the company products and services, new launchings, new schemes, changes in T&C
To increase the sales of company products and services through direct selling.
To make reports of sales, customer visits, customer complaints on daily basis and coordinating with the supervisor regarding those report
MDF Jumper Maintenance
DSL Modem ConfigurationEvaluate current business practices and recommend improvements
Assist in managing business operations on a daily basis
Ensure customer satisfaction by addressing customer inquiries and concerns in a timely fashion
Promote the company’s products and services to customers