Sr Engineer - Customer Service Operations (Customer Service Operations) - B2201_2

Purpose - Broad objective of the role

Sr.Engineer - Managing VIP users

Broad outline of the Role

• The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

• Basic understanding of typical enterprise customer environment Opening and closing trouble tickets Providing remote and face-to-face technical support to users of desktop, notebook, smartphone and tablet devices identify issue in the system/Network or OEM Understanding of IT Environment, M365/O365 products, Network Knowledge on AD, DNS, DHCP, GPO, Antivirus, DLP Configuring & trouble shooting problem w.r.t Operating System, Office Applications Ensuring technical queries not progressing are escalated

Size and Scope of Role - No. of direct reports

• Handling the VIP and escalation calls. Interacting with senior users to understand the requirements.
• Train and assist with End User training on all systems.
• Perform direct hands-on problem resolution and escalation management for end-user troubles, application service interruptions and issues.
• Handholding with Customer till issue resolution & act as Single Point of Contact

Size and Scope of Role - Total team size

• End User Co-ordination & resolution of M365 Suite related issues basis SOP
• Co-ordination with End User OEM for RMA, replacement
• Understanding of other technologies like Cloud, Security, SDWAN, UCC, Wi-Fi etc.
• Prompt escalation of issues to Level 2
• RCA Closure                
• Maintain history of problems and solutions         
• LAN Network issue tracking with Network L2
• Provide remote support for executives travelling and be flexible with support hours

Minimum qualification & experience

• BE/BTech 4 + Years of experience in relevant field

Other knowledge/skills

• Demonstration of problem-solving skills
• Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
• Maintain awareness of latest technologies in the domain

Key Responsibilities

• Taking ownership of customer issues reported, solving their problems through by providing resolution.
• Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure SLA are achieved and work proactively to maintain the same.

Technical Competencies

Knowledge / Skills