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Service Engineer (Tier I support)

JobsCafe.com
Job Description

Job Responsibilities:

Provide Tier I support to Nokia's services/service lines in an 24 * 7 environment         (3 rotating shifts)

· Monitoring resource boxes and monitoring tools

· Receiving calls, first-line Customer liaison

· Recording and tracking Incidents and complaints

· Keeping Customers informed on request status and progress

· Making an initial assessment of requests, attempting to resolve them

or refer them to someone who can, based on agreed service levels

· Monitoring and escalation procedures relative to the appropriate SLA

· Following up on pending escalations and open tickets

· Managing the request life-cycle, including closure and verification

· Monitoring resource boxes and monitoring tools

· Receiving calls, first-line Customer liaison

· Recording and tracking Incidents and complaints

· Keeping Customers informed on request status and progress

· Making an initial assessment of requests, attempting to resolve them or refer them to someone who can, based on agreed service levels

· Monitoring and escalation procedures relative to the appropriate SLA

· Following up on pending escalations and open tickets

· Managing the request life-cycle, including closure and verification

· Communicating planned and short-term changes of service levels to Customers

· Coordinating second-line and third-party support groups

· Providing management information and recommendations for service improvement

· Identifying Problems

· Highlighting Customer training and education needs

· Closing Incidents and confirmation with the Customer

· Contribute to improvement initiatives to internal processes and work practices

· Assist with planning activities and complete delegated tasks where appropriate

Qualification                B.E/B. Tech or MCA/BSc Computer Science

Experience                  0-1 years


· Skill Requirement

· Willing to work in 24 * 7 environment

· Good Analytical & Problem Solving skills

· Good debugging/Troubleshooting skills

· Good knowledge of MS Office tools like Excel and PowerPoint is desirable

· General IT awareness

· Strong verbal & written Communication Skills

· Good Interpersonal skills & Positive attitude

· Team player with focus on customer care

· Flexibility in work timing; approach and behavior

Location Bangalore

Experience 0 - 1 years

Key Skills Strong written and verbal communication skills

Role Other Roles


If you meet the above mentioned criteria, apply online

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