Technical Service Engineer

Gurgaon

Full-time 

Responsibilities:

 

  • Responsible for efficiently handling and resolving technical issues which have been passed on by L2

  • Ensure timely and effective action as per decided work flow basis priority and severity for each ticket

  • Should ensure maximum issues are resolved without L4/R&D involvement

  • Should ensure adherence to committed SLA's for each reported issue.

  • Should follow ticketing SOP's and ensure tickets are being generated for R&D with all relevant technical details captured for every issue

  • Should follow internal escalation matrix basis severity and resolution time

  • Should ensure all relevant site specific technical documentation as well documentation regarding new product lines/or features are accurately captured from R&D and shared with Client Service team

  • Should support CSM's in developing eminently capable and technically competent team of assistant client service managers and service engineers

  • Responsible for creating and monitoring software and hardware component wise reliability metrics for each installation

  • Should develop framework to predict potential/future failures and ensure requisite preventive measures are taken

 

Requirements:

 

  • B.E / B.Tech in EEE / Comp Science with 2-3 yrs experience

  • Experience in Software testing / product validation

  • Troubleshooting / understanding mind set using linux logs (server , embedded)

  • Exposure in testing, verification/validation at product hardware level

  • Knowledge on Server OS installation /config / backup & networking knowledge

  • Should be Interested in traveling, support and conducting seminars, presentations

  • Excellent oral and written communication skills in English

  • Past experience in client service will be an advantage


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