Technical Support Engineer

2 days ago


India Pomeroy Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Troubleshoot and resolve technical support issues via telephone or web portal forour customers utilizing xDSL, Cable, Fiber, 3G/4G, Wireless, ISDN and VPNtechnologiesIncluding but not limited to Routers, Switches, AP/Wireless, VoIP, Wifi, FirewallCoordinate 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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