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Fresher Hiring For Technical Support Engineer @ "Aveva Solutions" in Hyderabad
About Company
Name: Aveva Solutions
Website: www.aveva.com
Job Details:
Education: Any Graduate/PG
Experience: 1 - 4 Years
Job Location: Hyderabad
Job Description:a
Technical Support Engineer
Provide a second level helpdesk function to log and respond to customer issues
Provide a first class customer experience
Resolve Incidents and action Service Requests within expected SLA times to contribute towards
team SLA levels
Assess the impact and prioritise issues to ensure incidents are investigated and resolved in a
timely manner
Ensure accurate records are logged and maintained in a timely and accurate manner
Take a logical and customer focussed approach to investigating and resolving incidents and issues
Keep the customer informed of progress and ensure agreement is received before closing tickets
Respond quickly and appropriately for high impact issues and alerts to mitigate the impact on
customer services
Be proactive in following up recurring issues to find and resolve the root causes of issues
Be aware of upcoming changes, releases and implementations and continually build on knowledge
of products and customers
Contribute to the on-line knowledge base to assist colleagues with known fixes and workarounds
Provide regular reports on service performance against contracted targets and SLAs
Help to train new colleagues
Support and contribute to continual improvement by reviewing and improving support processes
Follow company policies, procedures and best practice guidelines
Important Working Relationships
Level 3 (L3) INDIA & UK based support team
Local teams and management
Relevant customer Service Delivery Managers
Customers local support representatives
Product Development, testing and implementation teams as required
Skills
Customer Service Delivery Customer Experience Technical Support Customer Focus Development
Testing Product Development
Desired Candidate Profile
Knowledge, Skills & Experience Required
A broad knowledge of IT client support (Windows, TCP/IP, DNS, web-based)
A sound knowledge PC configuration and software
Proven customer facing support experience in an IT/ technical environment
Superior customer focussed skills (empathy, communication, attitude)
A team-player with a demonstrable history of contributing to and being a part of a
high performing team
Experience of using a Helpdesk/ Service Desk system (ideally Remedy), to raise and track support
issues through to a successful conclusion
Experience of working shifts, ideally 24x7
Demonstrable experience of remote support, telephone and web based
Proven skills for problem diagnosis and resolution in a logical manner
Good communication skills both verbal and written in a concise and accurate manner
A flexible approach to shifts and work priorities required
Click Here To Apply
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