Support Engineer_103144

Orion Innovation is a premier, award-winning, global business and technology services firm.  Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity.  We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.

We are seeking a talented and dedicated Support Engineer to join our Sports vertical Service Desk Support project. The primary objective is to provide technical support and ensure smooth operations of the service desk as a critical component.

Exp: 5years

Location: Chennai

Be responsible for primary user support and customer service

1. Respond to queries from all calls, portal, emails, chats from the client
2. Become familiar with each client and their respective applications/ processes
3. Learn fundamental operations of commonly-used software, hardware and other equipment
4. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
5. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
6. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
7. Aware of Office 365 , One drive , Active directory and azure portal.
8. Basic troubleshooting for printers, Laptop , wifi , Mobile device
9. Regular MIS & resolution log management on queries raised
10. Record events and problems and their resolution in logs
11. Follow-up and update customer status and information
12. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
13. Identify and suggest improvements on processes, procedures etc

Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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