Support Engineer
2 days ago
Job Description
Support Engineer
Role and Responsibilities
- Respond to email regards to change & incident for customers seeking assistance within stipulated SLA
- Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
- Escalate / Route emails for approval; obtain approval on timely manner.
- Become familiar with helpdesk policies; determination tables and services
- Correctly assigning of ticket to the responsible team; and chase for ticket closures upon implementation.
- Provide daily, weekly and monthly performance reports to support team, clients and management.
- Monitoring the Solar wind system and report any abnormalities immediately
- Monitoring Nexmo SMS balance
- Creating Performance Report
- Generating weekly reports on timely manner - ACS reports, other reports
- Conduct half yearly Customer Sat Survey
- Prepare Service Review material
- Release payment request for recurring billing for monthly, quarterly & yearly basis from receipt of GRN
- Generate Shopping Card, Purchase Request, Generate Purchase Order (PO) for customers.
- Vendor details maintenance
- To input all billed items and RFS to Sales force before month end
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