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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

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