Sr Engineer

4 weeks ago


Mumbai, India Tata Communications Full time

Purpose - Broad objective of the role

Sr.Engineer - Managing VIP users

Broad outline of the Role

The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes. Basic understanding of typical enterprise customer environment Opening and closing trouble tickets Providing remote and face-to-face technical support to users of desktop, notebook, smartphone and tablet devices identify issue in the system/Network or OEM Understanding of IT Environment, M365/O365 products, Network Knowledge on AD, DNS, DHCP, GPO, Antivirus, DLP Configuring & trouble shooting problem w.r.t Operating System, Office Applications Ensuring technical queries not progressing are escalated

Size and Scope of Role - No. of direct reports

Handling the VIP and escalation calls. Interacting with senior users to understand the requirements. Train and assist with End User training on all systems. Perform direct hands-on problem resolution and escalation management for end-user troubles, application service interruptions and issues. Handholding with Customer till issue resolution & act as Single Point of Contact

Size and Scope of Role - Total team size

End User Co-ordination & resolution of M365 Suite related issues basis SOP Co-ordination with End User OEM for RMA, replacement Understanding of other technologies like Cloud, Security, SDWAN, UCC, Wi-Fi etc. Prompt escalation of issues to Level 2 RCA Closure Maintain history of problems and solutions LAN Network issue tracking with Network L2 Provide remote support for executives travelling and be flexible with support hours

Minimum qualification & experience

BE/BTech 4 + Years of experience in relevant field

Other knowledge/skills

Demonstration of problem-solving skills Prior experience of providing customer service support in fast paced, high availability, 24X7 environments. Maintain awareness of latest technologies in the domain

Key Responsibilities

Taking ownership of customer issues reported, solving their problems through by providing resolution. Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Ensure SLA are achieved and work proactively to maintain the same.

Technical Competencies

Knowledge / Skills

Communication Skills
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