Work hard and stay humble.
Efficient in handling the complex situation in line with existing business trends and also making an appropriate decision in the larger interest of the organization.
Researched, documented, and resolved complex technical support cases as a second level Senior Support engineer.
Provided troubleshooting support across the region to our clients for their tools and system related issue and also worked closely with WWTS Engineers for out of reach locations.
Issues resolved affecting – Internet access, IE, AD, outlook profiles and many other issues from application end.
Support issues included – Browser Issues, checking group policies and user profiles access and permissions.
As a part of Remote Support L-2 (TS-2) team, we have to check all cases from the root.
Group Policy pushed, User access & permissions for the given role, etc.
Installing client approved software’s on valid hardware devices.
Supporting these software’s as per necessary system configuration as recommended.
Part of the team that handles Service Requests and Incidents with strict SLA adherence.
Extended technical support and ensure high customer satisfaction levels through prompt service of their problems.
Experience in handling sensitive issues, can communicate technical issues clearly to our customers and consider them from an end user & business perspective. Also familiar with P1 ticket issue and procedure to follow.
Good understanding of voice environment for an opening bridge at critical situations.
Excellent customer interaction and effective Vendor Management skills.
Strict SLA adherence, RCA, SOP, Proper Escalation, Vendor co-ordination.
Played a vital role in implementing few RFCs for enhancing the tool that helped in reducing the total lifespan of the Service Requests.
Took initiatives for arranging KT sessions to the new joiners and helped them in understanding the process.
Work Terms
20 hours of operational support/ week.
Online payment.
Preferred communication via email.