First Call Resolution Engineer 3
TMF Group
Pune, India
18d ago

Job Purpose

The TAC- FCR Engineer reports to the TAC Lead, our IT team partners with the business to Support technology solutions that address current challenges and future needs of the enterprise.

We strive to be a leading edge IT organization with innovative and dedicated people who focus on customer satisfaction, execution and delivery of first class services.

FCR Support Engineer Support engineers troubleshoot, debug, evaluate and resolve computer-identified alarms, perform software deployments and migrations, host management and automate routine operational tasks.

The position requires a combination of strong troubleshooting, technical and communication skills and includes a mix of on-

call operational tasks and day to day desktop support.

As support engineer you understand the business impact of support decisions. You drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation.

You think proactively and work to prevent support issues before they are realized.

Key Responsibilities

Taking ownership of customer issues reported and seeing problems through to resolution

Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues

Troubleshooting on Outlook, Lync, Office 365, Win 7

Follow standard procedures for proper escalations of unresolved issues

Talk to internal teams on deliverables and help reach targets

Work on day to day activities and knowledge on Remedy

Prepare accurate and timely reports

Document knowledge in the form of knowledge base tech notes and articles

Be a team player with ability to stretch (time-wise) when required

Ability to handle high severity situations single-handedly, with minimal support

Key Requirements :

Taking ownership of customer issues reported and seeing problems through to resolution

Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues

Troubleshooting on Outlook, Lync, Office 365, Win 7

Follow standard procedures for proper escalations of unresolved issues

Talk to internal teams on deliverables and help reach targets

Work on day to day activities and knowledge on Remedy

Prepare accurate and timely reports

Document knowledge in the form of knowledge base tech notes and articles

Be a team player with ability to stretch (time-wise) when required

Ability to handle high severity situations single-handedly, with minimal support

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