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Field office Engineers(L2)

Coordinate with Delhi based Service Desk and work based on the requirement
Responsible to perform the role of Delhi Engineer and need to act as a SPOC for IT related queries and IT related support issues for the respective office
Provide the first level of support for customer and system incidents and requests using basic technical knowledge and service knowledge
Responsible for the initial ownership for the coordination; investigation and documentation of customer and system incidents
Perform initial level of diagnosis of problems and incidents and resolving them when appropriate
Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services
Ensuring proper documentation for all problems; incidents and requests with details; allocating categorization; prioritization
Update service desk application asset and requester DB
Following up on incidents to ensure customer satisfaction and keep user informed of progress with daily update on the call notes
Monitoring issues until they are closed and close all resolved incidents; requests and other calls
Demonstrating a good understanding of the customer’s business needs and applying them to the management of system events & incidents
Developing and maintaining an understanding of customer Service Level Agreements

UST Global Hiring for Systems Engineer Job at Rānchī