- Provide L1 Support on system (Windows and Linux)
- Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.
- Log cases, provide information, and troubleshoot to solve customer problems according to company KPI (Key Performance Indicators) for the business.
- Manage customer expectations based on customer entitlement.
- Keep customers informed, set, and follow commitments, keep precise case documentation, and case ownership, and add case resolution to knowledge management service.
- Engage team members for support as required to ensure internal or external business and end users/clients Service Level Agreements (SLA) demands are met. Elevate and/or escalate to next level in a timely manner when the case is complex.
- Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
- Manage multiple tasks or cases simultaneously with minimal supervision.
- Active and self-paced improvement of technical and business process knowledge
- Independently and actively improve the quality metrics towards the achievement of targets.
- Keep documentation as per requirements.
- Meet deadlines and keep service level agreements.
- Should be ready to work in shift.
Requirements & Info:
Candidate must have at least 1-2 years working experiences for Linux and Windows
