Customer Services Senior Engineer-Service Support

Company Description

What you will do

• Incident Management:
• Receive and log incident reports from internal and external customers.
• Analyze and resolve technical issues promptly and efficiently.
• Escalation Management
• Escalate incidents as necessary, ensuring timely resolution.
• Support Incident Management team for managing/driving Out of hours incidents.
• Customer Support:
• Provide excellent customer service, establishing rapport with users and stakeholders.
• Keep customers informed of incident progress and resolution timelines.
• Demonstrate effective communication skills, both written and verbal.
• Technical Expertise:
• Utilize hands-on experience with ITSM tools for incident tracking and resolution.
• Manipulate and analyze data to identify trends and patterns.
• Collaborate with technical teams to troubleshoot and resolve complex issues.
• Documentation:
• Prepare clear and concise documentation for incident reports and resolutions.
• Create user-friendly guides and knowledge base articles.
• :Communication and Collaboration
• Communicate technical concepts in user-friendly language.
• Collaborate with cross-functional teams to address and resolve technical issues.
• Participate in team meetings and contribute to continuous improvement initiatives.
• Process Management:
• Follow established processes and procedures for incident resolution.
• Identify opportunities for process improvement and suggest enhancements.
• Customer Relationship Management:
• Build and maintain strong customer relationships.
• Proactively identify and address customer needs and concerns.
• Organizational Skills:
• Prioritize and manage multiple requests in a fast-paced environment.
• Pay strong attention to detail in all aspects of work.
• Flexibility and Shift Work:
• Willingness to work in a flexible schedule, including shifts.
• Ability to adapt to changing work patterns and demands.
• Self-Motivation:
• Work independently with minimal supervision.
• Demonstrate a proactive and results-oriented approach.
  

Minimum Qualifications

• 2-4 years of experience as a Service Desk Analyst
• ITIL V3/V4 certification
• Flexible to work in 24x7 environment
• Excellent communication skills (written & verbal)
• Hands-on experience with ITSM tools
• Strong attention to detail
• Excellent Microsoft Office 365(Excel, Power Point, etc)
• Power Automate and Power BI skills
• Event and Alerts Management
• Data manipulation and analytical skills
  

Preferred Qualification

• Ability to work without daily management supervision
• Team player with a positive 'can-do' attitude
• Strong organizational skills and ability to prioritize
• Willingness to work in a flexible work pattern and shifts
• Self-motivated with a commitment to achieving results.
  

Additional Information