Birlasoft jobs - Technical Support Engineer

• Job Location – Pune
• Stream- Computer Science/IT/E&TC
• Work Timings- Night Shift
  • Cab facility for pick & crop extended subject to Nodal points as defined by organization.
  • Night Shift allowance as per policy.
• Offered Salary- 3.25 LPA (inclusive of 10% variable)
• Service agreement- 2 years

Job Description:

Key Responsibilities:

• Incident Solving – Providing resolution on Tickets logged by customer through CRM tool or Expert Chat channel
• Knowledge Transfer – Technical Upscaling of Self and with competency to groom the aligned mentees
• Additional Tasks

Key Tasks: 

·         Resolve known errors by means of SAP Notes, Knowledge Base Articles, solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters

·         Perform root cause analysis and provide solutions in complex environments for specific fields/areas

·         Achieve a high level of customer satisfaction through individual case work

·         Escalate on time and good quality – keep incidents aged days to a minimum

·         Enterprise Support KPI adherence

·         P1 incident handling

·         Maintain and follow your personal development plan by attending e-Learning Lessons and Remote Learning Sessions, Classroom Training, Coaching and on the job training.

·         Participate in weekend support activities Provide extended and 24 hour coverage if required

·         Report errors to development organizations

·         Involvement in incident reduction tasks like creation of Knowledge Base Articles and notes, contribution in SDN forums and SDN WIKI

·         Coaching and Mentoring

·         Continuous Knowledge Management contribution by Creating Knowledge Base Articles and WIKI Documents.

·         Deliver standard application/technology trainings and workshops

·         Perform knowledge transfer to internal staff and external customers & partners

·         Produce e-Learning Content (Forums/Wiki to help with incident deflection)

·         Drive creation of Knowledge in area of expertise and drive proactive proliferation of knowledge created externally and internally

·         Product specialization – be a product expert in at least one area

·         Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable / SQL

·         Work as functional expert in de-escalation and war rooms (Engage in critical customer situations – e.g: CIM escalation, account escalation Participate in internal projects driven by internal requirements

·         Be involved in CoE/IMS activities driven by business requirements

·         Take initiatives improving team’s performance and efficiency 

           Required Competency

·         Computer Networking and or Knowledge on Databases

·         Good Communication skills with exposure to International Technical Support

·         Ability to manage customer escalations

·         Knowledge about incident solving process

·         Time management

·         Should be ready to work in Night Shifts