Eligibility : Bachelor’s degree Computer Science.
Functional Area: IT / Software
Designation : Remote Support Engineer
Job Location : Bangalore
Experience : Freshers & Experienced
Job Id : 1377300
Salary : Best In Industry
Educational Qualification:
- Bachelor’s degree (or Equivalent) in Engineering or Computer Science.
- Relevant certification on the latest track (preferred).
Key Tasks :
- Understands the criticality of cases, how to prioritize these cases in existing workload and meets initial response time as defined in SLA.
- Utilizes good troubleshooting skills to quickly provide quality solutions for customer issues.
- Configuring lab hardware and software for replication of customer issues.
- Sets clear expectations and commitments during the investigative phase, through the resolution phase, and follows through on commitments made.
- Provides timely updates to customers/team members.
- Elevate cases to 3rd level and escalate cases on the behalf of the customer, as required.
- Documents the problem/resolution to allow for future reference in Knowledge Database.
- Where possible, provides consulting services as required.
- Prepares for rollout of new product/services within defined technical areas.
- Works to make the L1 and L2 more self-sufficient by improving processes and knowledge availability for technical solutions.
- Technical competence within defined area.
Key Performance Indicators :
- Cases responded to and updated within SLA timeframes.
- Case turnaround time (TAT) within the standard for the team.
- Scorecard metrics within defined targets & Customer satisfaction (CSI).
- Feedback from customers, peers, managers.
- Quality Knowledge Database documents that are re-utilized by other engineers.
- Case elevation within set standards of support model.
- Performs within the Productivity Measure of the team (scorecard).
About Company:
Hewlett-Packard Company or HP (styled as hp) is an American multinational information technology company headquartered in Palo Alto, California, United States. It provides hardware, software and services to consumers, small- and medium-sized businesses (SMBs) and large enterprises, including customers in the government, health and education sectors.Continue Reading
Website : www.hp.com
How To Apply :
To Apply : Click here
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