Tech Mahindra | VIP Support Engineer | bangalore
8 hours ago
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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