Service Engineer

Company: NEC Corporation India Private Limited

Employment Type:

Office Location:
Bangalore, KA, IN, 560029

Work Location: Hybrid

Req ID: 5564

Description:

Job Title: Support Engineer -L1

Organization Name: NEC Corporation of India Ltd.

Reporting Relationship: Project Manager

Role Summary: The purpose of this role is to provide Service Desk 1st level Technical Support for Incident and Service Request resolution to ICT customers within agreed service levels whilst achieving high customer service and quality standards.

Job Responsibilities

• Ensuring the best customer experience by providing superior level of customer service and maximum availability at all times
• Log all incidents, service requests and problems, accurately following the practices defined for each process, including updates to existing tickets
• Diagnose, prioritise, troubleshoot and resolve incidents where possible, or escalate where necessary, within Service Levels, following pre-defined processes accurately in an ITIL environment
• Timely and accurate documentation of work performed, to the standard required and using the systems, processes and/or methods specified.
• Proactively develop knowledge articles to improve the resolution process and increase customer satisfaction in line with continual service improvement strategies
• Meet or exceed all internal KPIs
• Maintain technical and product knowledge and expertise, through research and self-development to ensure support remains efficient, effective and relevant to the business needs of the customer
• Ability to effectively communicate and build relationships with customers
• Provide a high level of technical and operational support to customers, both external and internal
• Excellent and Effective verbal and written communication skills in English Language
• Ability to work effectively in a team environment Pleasant, professional, and courteous personality skills

Bonus Points

• Knowledge of Point-of-Sale peripherals.

• Experience working in retail domain.

Minimum requirements

• Qualification: - BCA/MCA/B Tech/BE or equivalent
• Any Graduate with 0-6 months of experience

General Project Management requires general business knowledge to plan, organize, and control resources, procedures, and timing for an administrative or business process including:

• Organizing project teams, assigning individual responsibilities, developing project schedules, and determining resource requirements
• Monitoring and reporting on the status of projects including cost, timing, and staffing
• Ensuring adherence to internal and external quality standards (e.g., International Standards Organization)
• Identifying/resolving obstacles to completing project on time and to budget
• May include work managing multiple, interrelated projects (including business transformation projects)
• On some projects, the work may include integrating vendor tasks into the project plan and tracking and reviewing vendor deliverablesSpecialization Match Note: Para-Professional incumbents update/maintain project schedules and associated resource plans and prepares progress reports.

An experienced support level position that requires a basic knowledge of a given job area and tools, typically seen through work experience as well as vocational or technical training. Works under moderate supervision. Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures. Communicates information that requires some explanation or interpretation to achieve business results for a given area of a department or function.