Senior Support Engineer or Technical Support Specialist

Role: Senior Support Engineer or Technical Support Specialist

Location: Seattle WA

JD:

The main function of a Support Engineer is to provide technical assistance to computer system users. A typical Support Engineer is responsible for answering questions or resolving computer problems for clients in person via telephone or from a remote location.

Job Responsibilities:

Answer user inquiries regarding computer software or hardware operation to resolve problems typically of a lower complexity May install software or perform hardware testing remotely Enter commands and observe system functioning to verify correct operations and detect errors Maintain records of daily data communication transactions problems and remedial actions taken or installation activitiesThe main function of a Support Engineer is to provide technical assistance to computer system users. A typical Support Engineer is responsible for answering questions or resolving computer problems for clients in person via telephone or from a remote location.

(1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.

(2.) To provide support for on call escalations orL3 level support and doing incident and problem management

(3.) Work on value adding activities such Knowledge base update and management Training freshers coaching analysts and conducting interviewsorparticipation in hiring drives.

(4.) To adhere to quality standards regulatory requirements and company policies

(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

(6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.