Customer Advocacy Engineer

• As a resident customer advocacy engineer will act as a single point of contact for customer
• Provide 1st level functional & technical support to onsite users for a web based application (our proprietary application)
• Follow-up & maintain log and/or list of reported customer issues/tickets, update pending issues/tickets, identify & escalate issues requiring level 2 escalation
• Follow-up with onsite users for missing information/ approvals for processing of requests for closure of pending issues
• Create and Upload KB Articles in the Knowledgebase
• Provide individual training and support on request
• Maintain current and accurate inventory of technology hardware, software and resources
• Maintain log and/or list of required repairs and maintenance
• Produce reports as required by support desk manager, from time to time
• Configure, maintain and troubleshoot all network (LAN wired & wireless, access points) related issues
• Provide support on android based tablets issues
• Adhere to defined Service Levels
• Adhere to established policies & procedures of the support desk

Required Skill Set

• Superb problem-solving skills & trouble shooting skills
• Minimum 2-3 years of experience in technical support for networks & computer systems
• Familiarity/exposure with networking appliances (Switches, Firewall, Access points)
• Familiarity/exposure with Windows server Familiarity/exposure with android based tablets Good customer interaction skills
• Good communication & presentation skills
• B.E./ B. Tech/MCA/Diploma in E&T/IT/ Electronics/Computers/ EC/ Electrical or Any Graduate with Hardware & Networking diploma