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Customer Service Engineer (L1, L2 & L3)

Job Description

ROLE PURPOSE:

The purpose of this position is to provide backend support to all customers having a support contract with ADD. The support could be remote or on site. The role is expected to deliver all tasks as agreed with Customer and ensure SLA adherence and complete customer satisfaction thereby ensuring high degree of customer loyalty and service recommendation from customer.

 

KEY RESPONSIBILITIES:

1) Ensure Start of the backups.

2) Arrange media for backups.

3) Communicate with teams for arranging the media & other basic admin operations required from the team.

4) Monitor the backup schedules.

5)  Perform basic troubleshooting like log collection, capturing environmental challenges, troubleshooting the errors and escalate to L2 if required.

6) Working with respective teams towards resolution.

7) Perform the recovery requests from the users/servers.

8) Log support tickets into the Remedy Tool.

9) Configure new backup sets.

10) Add new users to the backup environment.

11) Perform configuration changes as approved by L2/Operations Manager.

12) Prepare basic reports like audit sheets etc.

13) Provide artifacts required for audit purposes.

 

NATURE & SCOPE OF JOB:

1) Spot decisions on emergency situations and escalations.

2) Procedural trouble shooting options, especially involving customer teams.

3) L2 CSE and CTO - supervision, Escalations.

4) Client SPOCs.

 

 

Education/Experience

ROLE REQUIREMENTS:

1) Minimum Engineer, preferably a professional degree.

2) Experience in managing technology & implementation tasks.

3) Exposure to multi customer management and customer handling.

4) Target cos – IT services and IT hardware cos.

5) IT Background.

6) Excellent knowledge of storage and technical systems (preferred).

7) Experienced and adept at customer handling skills.

8)  Experienced and adept at Project Management.

9) Self-starter with excellent service attitude.

10) Mature in working approach.

11) Proactive towards task delivery.

12) Team player.

13) High degree of energy.

Experience: 1 year

Job Summary

  • Join WhatsApp Group : Jobs in Mumbai
  • Published on: 2021-09-20 11:54:08
  • Last Employer Activity: 2021-10-29 06:37:22

About the Recruiter/Company

  • Company/Recruiter Name: Recruitment Specialist ~ Ruchi Dangwal
  • Details: This is Ruchi Dangwal working with Zigsaw as a Recruitment Specialist. I specialise in recruitment for Automobile Industry PAN India + non-IT roles from Chennai, Pune roles at Zigsaw. If you are looking for Jobs in the above domain OR for any query related to the above Job, kindly reach to me on Call and WhatsApp at 8826781931 OR E-mail your resume at ruchi.dangwal@zigsaw.in

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Customer Service Engineer (L1, L2 & L3) Jobs in Mumbai