TECHNICAL CONSULTING ENGINEER
Descripción de la oferta de empleo
· Manage Cases opened by internal and external customers.
· Troubleshoot issue as defined in the case.
Escalate by opening a collaboration with technical lead; or reassign the case to other team should case be outside our jurisdiction.
· Update all cases through CSOne, ensuring accurate and timely notes are kept for all customer interactions and completed tasks.
· Take Ownership of Incidents and Service Requests throughout the lifecycle.
· Responsible to gain customer’s agreement meeting all the business expectations, keeping customer’s sentiments in mind.
· Record, classify and log all Incidents/Service Requests details, allocating categorization and prioritization.
· Investigate and diagnose Incidents to restore service as quickly as possible.
· Ensure initial Seedfile Import & Discovery, Device Access Verification and Collection · Provide Support for Application Support · Configure Tool Access/User Accounts for users/delivery resources.
· InstallNeededAdd-ons,Syslog’s,Configureand/orUpgradeCSPCSoftwareStackasrequired · Actively participate in periodic meetings between Cisco and the Customer on a weekly basis.
· Responsible for providing status, managing NCE’s / Customers expectations by providing current service level.
· Apply first call resolution using Knowledge base, indicate article numbers on TechZone, and provide feed-back on the article if applicable (change in process or procedures).
· Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements.
· Document troubleshooting steps and service restoration details.
· Create and submit knowledge articles In Tech Zone.
· Verify resolution with end-users and resolve assigned Incidents.
· Collaborate with Level 3 for unresolved Incidents.
· Keep users informed about their Incidents’ status at agreed intervals.
· Provide first-line investigation and diagnosis of all Incidents and Service Requests.
Detalles de la oferta
- Sin especificar
- 17/05/2024
- 15/08/2024
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