Designation : -- Technical Solutions Engineer (TSE )
Primary Roles & Responsibilities : -
· Incident / Problem management ensuring all customer SLA’s and departmental KPI’s are achieved through the timely resolution and effective communication
· Communicating effectively with customer resources throughout the management structure to ensure a positive customer experience
· Detailed problem reproduction on support testlabs
· Working with the team to ensure daily case allocation is managed
· Highlighting areas of risk as soon as they are apparent
· Input to problem management highlighting situations which may require further ongoing investigation or may be relating to multiple incidents
· Development and management of knowledgebase
· Troubleshoot and triage 3rd line faults through to development.
· Any ad hoc duties as are reasonably requested by the business.
Skills & Experience
· Minimum 4-8 years experiencing working within an IT Support role
· Mu...