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Automated Operations Engineer(4)

Automated Operations Engineer(4)

Cradlepoint

1 - 4 years

3 - 7 Lacs

Bengaluru

Posted:Just now| Platform:

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Skills Required

Computer science Ticketing Service desk Customer service Management Troubleshooting Technical support Monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Join our Team

About this opportunity:

We at Ericsson are excited to present this opportunity for an Automated Operations Engineer. This role is critical to our operations, filled with responsibilities that aim to ensure our customers continuously enjoy services performing at utmost efficiency.

What you will do:

Monitoring of the production system & ensuring its performance and stability.
Receive, manage and record requests receiving either by phone, mail or Tickets.
Probe the users to identify the actual root cause of the issue and troubleshoot it with all available resources.
Forward technical support issues that cannot be addressed by the Service Desk to the appropriate technician (Level 2 or Escalation Team).
Contribute & Participate for the overall improvement of the program / company.

Responsibilities:

Document all Incidents & Service Request in the Ticketing System with appropriate details of the user.
Ensure that all detailed required (including Mandatory fields) for the issue are documented in the Ticketing system.
Work with the Internal Teams to ensure that the users issues are fixed in a timely manner.
Provide support and resolve problems to the end user s satisfaction
Monitor and respond quickly and effectively to requests received as per the SLA defined in the process.
Monitor Service Desk for tickets assigned to the queue and process first - in first - out based on priority
Willing to work in shifts in a 24/7 support team

To be successful in this role, resource must have:

Outstanding interpersonal and communication skills in English
Enthusiasm for providing outstanding customer service
Ability to work calmly under pressure, multitask and prioritize
Willing to work in 24*7 environment

Key Qualifications:
Education: Graduation or Post Graduation in Computer Science or similar
Minimum years of relevant experience: 1-4 years of experience, with 1-2 years relevant experience in Monitoring

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Automated Operations Engineer(4)