UST Global
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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