VIP Support Engineer

2 weeks ago

Bengaluru, India Tech Mahindra Full time

VIP Executive Support Engineer:


Exp:8+yrs

Location: Bangalore

Np: Immediate-30days



  • Single point of contact for all technical escalations from customers/VIP users
  • 10 plus years of experience with good knowledge on Windows and MAC OS.
  • Explain and document technical issues in a clear way to clients.
  • Excellent interpersonal skills.
  • Good written and verbal communication skills ith C level leaders.
  • Customer-oriented attitude.
  • Conference room/ All hands meet support.
  • Excellent in MS office tools ( Power point presentation / MS Excel)
  • Excellent knowledge of Ms-office product troubleshooting.
  • Manage hardware and software break fix for laptop and desktop.
  • Walk customers through installing applications and computer peripherals.
  • Strong knowledge on Video Conference device.
  • Ask targeted questions to diagnose problems.
  • Test alternative pathways until you resolve an issue.
  • Record technical issues and solutions in logs.
  • Direct unresolved issues to the next level of support personnel.
  • Follow up with clients to ensure their systems are functional.
  • Report customer feedback and potential product requests.
  • Help create technical documentation and manuals.
  • Identify, log, and resolve technical problems with software applications or network systems.
  • Identify potential changes and system improvements to present to senior team leaders for consideration and implementation.
  • Ensure that work is carried out within agreed service levels and in accordance with department guidelines.
  • Create, maintain, and distribute reports of progress to senior leadership.
  • Maintain client databases with solutions and clear record of activities.
  • Ability to travel and work after hours when necessary.
  • Outstanding multitasking and problem-solving capabilities.
  • Mentoring and technical training to team members
  • Analyze root cause analysis of incidents and recommend for automation

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