IT Engineer required in 12 months contract of Quess corp Payroll

Role & responsibilities

Responsible for handling Level 1 and Level 2 analysis, trouble shooting and

resolution.

• Handling all the communication related to the assigned customer accounts.
• Coordinating the issues internally and with outsourced partners, service

providers (ISPs carriers) and onsite teams.

• Responsible for maintaining and making available up-to-date contact

information, supported product lists, technical information regarding

products, troubleshooting information, all known fault handling information

and other information of general use.

• To interface with customers for all CSRs internal and external.
• Emergency CSR handling on a 24/7 service level, with on call support.
• Implement workarounds to limit customer downtime. Subsequently follow-up

and ensure implementation of permanent solution.

• Participate or organize Technical Call Bridge to address technical diagnostics

& collaboration with customers and partners.

• Maintain all the connectivity and account details from a support perspective

to provide efficient support.

• Ensuring SLAs to a better level than customer contracts.
• To execute tasks allocated by the reporting manager in a timely manner
• Coordination with customer/partner SPOC for all technical aspects
• Multitask and handle various tasks based on priority
• On-site assistance to Network Specialist for connectivity (e.g. MPLS) related

technical and logistics aspects

• Coordination with customer/partner SPOC for all on-site tasks including

structured cabling, labelling, rack mounting, equipment powering etc.

• Coordination with customer L1 / NOC teams including basic and detail level

filtration & troubleshooting

• Coordination with L3 team
• Incident management, reporting, RCA preparation

Educational Qualification:

• B.E. / B.Tech. , M. Sc. in Computer Science / IT / Electronics Engineering

Skills Required:

1. Technical Proficiency:

Strong knowledge of operating systems (Windows, Linux, macOS).

Familiarity with networking concepts (TCP/IP, DNS, DHCP).

Experience with databases (SQL, NoSQL) and web technologies (HTML,

JavaScript).

Proficient in troubleshooting software applications and hardware devices.

2. Problem-Solving Skills:

Excellent analytical skills to diagnose and resolve technical issues efficiently.

Ability to think critically and apply creative solutions to complex problems.