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TECHNICAL CONSULTING ENGINEER

Ciudad de México - Ciudad de México

Descripción de la oferta de empleo

Key areas of responsibility.
·            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.
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Detalles de la oferta

Empresa
  • Sin especificar
Municipio
Dirección
  • Sin especificar - Sin especificar
Fecha de publicación
  • 17/05/2024
Fecha de expiración
  • 15/08/2024
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