Service Engineer (Tier I support)
Job Description :
Provide Tier I support to Nokia's services/service lines in an 24 * 7
environment (3 rotating shifts)
- Monitoring resource boxes and monitoring tools
- Receiving calls, first-line Customer liaison
- Recording and tracking Incidents and complaints
- Keeping Customers informed on request status and progress
- Making an initial assessment of requests, attempting to resolve them or
refer them to someone who can, based on agreed service levels
- Monitoring and escalation procedures relative to the appropriate SLA
- Following up on pending escalations and open tickets
- Managing the request life-cycle, including closure and verification
- Monitoring resource boxes and monitoring tools
- Receiving calls, first-line Customer liaison
- Recording and tracking Incidents and complaints
- Keeping Customers informed on request status and progress
- Making an initial assessment of requests, attempting to resolve them or
refer them to someone who can, based on agreed service levels
- Monitoring and escalation procedures relative to the appropriate SLA
- Following up on pending escalations and open tickets
- Managing the request life-cycle, including closure and verification
- Communicating planned and short-term changes of service levels to
Customers
- Coordinating second-line and third-party support groups
- Providing management information and recommendations for service
improvement
- Identifying Problems
- Highlighting Customer training and education needs
- Closing Incidents and confirmation with the Customer
- Contribute to improvement initiatives to internal processes and work
practices
- Assist with planning activities and complete delegated tasks where
appropriate
Qualification : B.E/B. Tech or MCA/BSc Computer Science
Experience : 0-1 years
Skill Requirement :
- Willing to work in 24 * 7 environment
- Good Analytical & Problem Solving skills
- Good debugging/Troubleshooting skills
- Good knowledge of MS Office tools like Excel and PowerPoint is desirable
- General IT awareness
- Strong verbal & written Communication Skills
- Good Interpersonal skills & Positive attitude
- Team player with focus on customer care
- Flexibility in work timing; approach and behavior
Job Location : Bangalore
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