Technical Support Engineer

3 days ago

Hyderabad, Telangana, India Pomeroy Full time ₹ 5,00,000 - ₹ 10,00,000 per year

Troubleshoot and resolve technical support issues via telephone or web portal for our customers utilizing xDSL, Cable, Fiber, 3G/4G, Wireless, ISDN and VPN technologies

Including but not limited to Routers, Switches, AP/Wireless, VoIP, Wifi, Firewall Coordinate with CLEC's, ILEC's and ISP's to resolve issues Provide installation and desktop support (when required) to users

Production and configuration of router equipment (New Installs, RMA's, etc.) Complete and update trouble tickets in an expedient manner Communicate with Broadband Provisioning and System Engineering to ensure proper SLE's are met

Work all escalated technical issues to resolution, owning the process and communicating updates to the customer effected when necessary Conduct and participate in all applicable customer meetings to discuss escalated and chronic support issues Assist with reporting and analyzing of ticket trending to create opportunities to improve Pomeroy Solutions Customer Care services.

Perform all technical support in a highly professional and service oriented manner Perform other duties as assigned Participation in customer retention by providing regular updates to customer status meetings.

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