Tech Support Engineer

Bangalore

IT Software/ Software Services

First Level call handling for all end user support issues (through email or calls or chat/IM sessions)Call logging, Tickets logging and tracking - Assigning the severity level to each tickets - Assigning the ticket to the respective discipline - Ticket/ Call Closure - First level Problem Resolution Call back to clarify issues or confirm closuresMonitor Service Levels Hardware diagnosis using remote access tools (Teamviewer or equivalent provided by Cypress) Desktop Apps installationMS Office Trouble shooting/ mails box configurationAntivirus updatesOS trouble Shooting (Linux, Unix and flavours of Windows)OS Critical patch Updates (Linux, Unix, and flavours of Windows)Proactively collaborate with customer and encourage participation in NPSEducate customer with corporate SLAMaintain and update repository of information in WikiReasonable level of proficiency in SQL, Unix/ C and java to enable proper trouble shooting and problem solvingScript level changes and/ or functional configuration changes will need to go through a proper IT release process as defined