Posted:1 day ago|
Platform:
Work from Office
Full Time
1) VIP support engineer will own the reported incident, work with respective IT or outside IT teams to resolve the issue on topmost priority.
2) VIP support engineer should be thorough technical expert who can resolve most of the issues by him/herself, specially on MAC books, Smart phone, Tablets, iPhone devices and related software.
3) Should know WAN & Wifi technology for end user configuration and direct coordination with client backend team
4) Should address issues with permanent solution. Not >5% VIP issue should go to PM or anyone else in a month. VIP engineer must resolve it by himself / herself.
5) For VIP & VVIP user, no tolerance for ticket reopening and should not be >1% in a month. 6) Escalate issues pertaining to users non-availability or non-cooperation to PM or Client-Lead respectively.
7) Must understand the issue and classify it correctly in service catalogue (100% based on the severity and impact).
8) Patches must be up to date in all machines 100%.
9) VIP users IT assets and software Inventory including spares must be maintained and must be 100% accurate.
10) 100% Feedback of resolved incident must be collected. If user is not happy with the given solution, then ticket should be opened again and ticket should be closed as per user satisfaction.
11) VIP engineer must report each and every directors, VIP users issue to Client IT management including IT head and CIO on a daily basis.
12) VIP engineer must log all VIP and VVIP issues along with resolutions in the ticketing tool 100%. Which can be done post resolution as well.
13) Weekly backup of VIP and VVIP users – 100% of the time. To achieve engineer to take monthly signoff for one drive data sync and PST backup.
14) Must be sensitive enough to know about the severity of the call / matter (Casual approach is NOT acceptable at all).
15) Ensure ticket is resolved as per the SLA associated with a ticket.
16) RCA must be prepared for re-opened calls.
Said Technologies
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