Field Support Engineer

Job Description

Skill Required Must possess good communication skills and should be able to escalate issues or technical problems as instructed. Should be patient and cool to handle the day to day activities. Shall have good conduct and behavior and gain customer confidence. Be Responsible and dependable for all the activities under the scope of this project. Should be self-driven. Adhere to the schedules and procedures of the project. Should have very good leadership skills. Should have risk assessment and risk management skills. Should have very good client relationship management skills. Good communication skills -Ability to articulate clearly in English (both verbal and written communication). Ability to work in a team driven environment under stringent targets. Good Analysis, Problem Solving Skills and Interpersonal Skills. Experience in the Retail IT domain will be an added advantage. Roles & Responsibilities The specific responsibilities of the Regional Coordinator are: Liaison with Regional FEs and project manager Responsible for onsite visit of FEs for Preventive Maintenance, Service Requests, New store rollout plans and Mothballing Facilitate project rollout in the region. Ensure the deployment of skilled FEs in the regions Closely monitor the activities against plan and take necessary corrective actions Day-to-day interaction with the Field Support, Retail Service Desk Team, Vendor Management Lead and Configuration Management Lead. Escalate matters to the Field Operations Manager requiring immediate attention Develop expertise in Retail Business application/ Infrastructure and associated Hardware to guide the regional team and provide solutions towards any problems faced by them. Monitor web queues (Pending/ High Ageing/ Escalated calls from the Business/ client) and call assignment to the team. Perform performance review of the Retail Field Team to achieve the required level of productivity. Meeting the SLA Targets and comply to the agreed SLA for ticket resolution Identify Knowledge update/training requirements of the team Implement continuous process improvement initiatives Provide specialized knowledge in specific aspects of a Service or in relevant technical areas of interest. Ensure the efficient flow of Problem tickets through the Problem Management process. Provide Business analyst perspective to the recurring incidents and help in RCA of the problems. Develop a roster for Field team and maintain shift schedule to cover the service window and perform workforce management. Ensure process and policy adherence. Focused effort to improve processes to enable the efficient flow of tickets (Tier 1/Tier 2). Enhance the service levels with continuous service improvement, process and policy adherence of Field team. Coordinate with Vendor Management Lead, Asset Management Lead and regional coordinators Escalate matters requiring management intervention to Field Operations Manager and Program Manager. Designing and implementing new processes and policies as suggested by the Field Operations Manager and Reliance Retail IT Management Job Type: Full-time Pay: ₹18,000.00 - ₹21,000.00 per month Benefits: Health insurance Provident Fund Shift: Day shift Work Location: In person