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Fresher Hiring For Systems Engineer @ "Precision" in Pune
About Company
Name: Precision Infomatic (M) Pvt Ltd Website: www.theprecisiongroup.co.in
Job Details:
Education: Any Graduate
Experience: 1 - 2 Years
Job Location: Pune
Walk-in On 23rd & 24th Nov 2017 Between 10:00 AM to 04:00 PM @ Pune
Job Description:
Systems Engineer
Good in communication Knowledge on Ticket Management Tool Good in email communication
Customer handling skills Vendor Coordination Aware about the escalation process.
Skills in prepare the reports in excel.
Receive and record incidents, service requests from IT department and engineers, through the
agreed modes of communication (E.g. Phone, email, web etc).
Classify and prioritize the incidents / service requests / change requests as per the defined
categories, urgency and impact.
Allocate the incidents / service requests / change request.
Monitor, track and update the progress status of all incidents and service requests.
Escalate incidents / service requests which are going beyond the agreed service levels.
Record customer complaints and inform the concerned management staff for appropriate actions.
Logging and tracking incidents / service request that require resolution from suppliers.
Notify IT users & on site engineers with progress status of all queries, incidents, service requests,
change requests and complaints.
Finally preparing daily report for all the logs taking under the operation.
Receiving end users IT complaints through Telephone, E-Mail & Call logging in Remedy tool.
Providing telephonic assistance to end users where ever possible for the first level telephonic
support.
Logging end users IT complaints in the call logging tool.
Sensible allocation of calls based on the severity in line with Service Level Agreement (SLA).
Tracking end users IT complaints till closure with the support of Technical Support Engineers.
Timely triggering of escalation to technical team and Supervisor before the response and resolution
violations.
Getting the transactional feedback from end user after closure of the calls by doing the necessary
follow-ups with location engineers and end users.
Analysis of call reports and end users feedback.
Preparation of engineer productivity report.
Preparation of daily, weekly & Monthly reports and sharing the reports to Supervisor / Customer
with in the agreed timeliness.
Facilitating and providing back end support to supervisor for conducting Customer Satisfaction
Survey (CSAT) biannually.
Maintaining & Monitoring all location engineers in time and out time using in house HRIS tool.
Timely sending of engineers absence report to supervisor, location customer and business customer
in the agreed template.
Desired Profile:
ITIL certification is preferred but no mandatory.
Willing to work under 24/7 support.
Only Male preferred for System Engineer L1 & L2 & Remote Engineer.
Contact Details
Contact Name: Elizabeth
Venue Address
Precision Group,
C- 11, Ground Floor, Shreenath Plaza,
F.C.Road, Dyaneshwar Paduka Chwak,
Shivajinagar, Pune - 411005.
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