Dell Freshers Job Openings As Technical Support Engineer In Bangalore On August 2019:
Position: Technical Support Engineer
Qualification: Btech/BE/BCA/BSc/MCA/MSc
Experience: Freshers/Experienced
Job Location: Bangalore
Responsibilities:
- Provide steady state support to internal, domestic, and international enterprise level customers
- Responsible for incoming ticket volume via multiple channels (phone, email, & web)
- Gather critical data points to effectively prioritize incoming tickets
- Assess and understand customer needs and identify resolution recommendations
- Route and/or escalate tickets as needed to tier two support staff and engineering teams after the completion of basic troubleshooting
- Partner with various engineering teams to troubleshoot, analyze, and resolve tickets
- Communicate procedural and technical issues to internal and external customers in a customer critical environment
- Act as a customer liaison and point of contact throughout the ticket lifecycle
- Set customer expectations and provide updates regarding troubleshooting and resolution action plan
- Test, validate, and gain customer acceptance of implemented solutions and effectively partner with customer on ticket closure
- Maintain a high-quality support experience through the quick and accurate resolution of tickets
- Ensure individual, team, and department goals and SLAs are achieved
Essential Requirements:
- ITIL / ITSM Understanding
- Interpersonal & Communication
- 24X7
- Customer Centric Focus
- Time Management & Workload Prioritization
- Analytical & Detail Oriented
- Practical Decision Making
- Problem Resolution
Desirable Requirements:
- ITIL Foundations (preferred)
- Previous IT Service Desk Knowledge would be an advantage
