Dell Job Openings For Freshers As Technical Support Engineer At Bangalore On August 2019

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

About the Author: Sneha Sadhasivan

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