Job Description
Job Overview
To provide L1 technical support (troubleshooting) of Servers & Cloud Servers via phone, email & chat. Troubleshooting would include taking remote sessions, capturing error logs and resolving issues.
Responsibility & Duties
- Provide technical assistance and design consultation by telephone, email & Chat
- Keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Use multiple applications to manage cases, document and troubleshoot
- Interact with customers for new/existing cases to capture all the information needed to properly identify and resolve cases.
- Leveraging client ticketing system, keep cases moving toward resolution with ample communication to the customer and internal teams.
- Enter all relevant data and updates into the ticketing system.
- Monitor open tickets for new communication or action requirements.
- Perform log/failure analysis across a variety of equipment looking for a specific set of failures and addressing those as they arise.
- Assist field engineers with hardware replacement procedure
- Escalate cases according to severity or type based on internal procedures.
- Assist in developing and modifying procedures.
- Contribute to Root Cause Analysis for quality escapes.
- Use knowledge-bases to share information about known issues
- Assists in the creation of product support documents and network training material, as required.
- Working continuously on a task until completion (or referral to third parties, if appropriate)
- Multi-tasking - prioritizing and managing multiple open items at one time
- Rapidly establishing a good working relationship with customers and other professionals, such as Tier II Consultants, Engineers & Customers
- Addresses all internal and external customer issues and concerns in a professional and timely manner to a successful resolution
Requirement
- Proficiency in the following:
- EMC Sym/DMX/VMAX, NetApp, SAN Switches, IBM Storage, Compute and Networking Technologies
- Excellent communication skills in English (verbal & written)
- Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
- The ability to work in a team
- Problem solving skills
- Strong customer focus
- Attention to details
- Should have at least 1 to up to 5 years’ experience in the required domain
- BPO experience will be an added advantage
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