Posted Apr 22, 2019 8 views
As a Technical Support Engineer, your purpose is to assist our customers. You will be responsible for providing technical support to customers via phone, web, email, chat and other support channels as required.
Key Responsibilities includes
• Initial assessment of urgency and business impact on all support helpline calls and emails
• Record internal and external client service requests, incidents and change requests into system and communicate ticket ID to client for their follow up
• Perform initial troubleshooting to identify the root cause by eliminating step-by-step possible root causes of the incident
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Maintain overall ownership of clients issue and service, ensuring that they receive resolution within a committed SLA
• Perform comprehensive root cause analysis and advise how to avoid such incidents in the future
• Record incident resolution in system and communicate to all stakeholders
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Document knowledge in the form of knowledge base tech notes and articles:
• Knowledge of Web Servers Deployment i.e. jboss, wildfly, apache, oracle weblogic server, tomcat, node server etc.
• Knowledge of troubleshooting of OS (Unix/Linux, Windows server)
Skills
Job Details
InfoTech Pvt Ltd
Established in 1995, InfoTech is now a leading, and the fastest growing IT Knowledge Integration company. With deep business process knowledge, highly skilled resources and collaborative working culture we are committed to delivering Performance-centric Technology Solutions to our customer and help them become high-performance businesses. Our strong alliances with industry leaders like IBM, Oracle, Cisco, Computer Associates (CA), SAP, McAfee, and others, provide us distinct advantages to remain a dependable and trusted technology partner for our customers. Our consistent growth is due to the high level of importance given and investments made in developing Human Capital and creating a knowledge based leadership culture. Now that the company is a global provider, growth is critical. We invite talented, challenge seeking, growth-savvy men and women to join, and grow with us.
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