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Technical Support Engineer

Birlasoft
Experience : Freshers
Location : Pune(Hinjewadi )
Per Month: Rs. 10,000 - Rs. 27,000
Posted on 07 Apr 20
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Job DescriptionLast Date 06 Jun 20

B.E/B. Tech Fresher– Only 2019 pass outs 

  • Trainee-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: 

  • Incident Solving – on Portal and Expert Chat

    ·         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

     

  • Knowledge Transfer:

    ·         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

     

  • Additional Tasks

    ·         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

     

  • Job Type : Full Time
    Interview Type : Telephonic Interview
    Company Description
    Birlasoft combines the power of domain, enterprise and digital technologies to reimagine business processes for customers and their ecosystem. Its consultative and design thinking approach makes societies more productive by helping customers run businesses. As part of the multibillion dollar diversified, The CK Birla Group, Birlasoft with its 10,000 engineers, is committed to continuing our 158-year heritage of building sustainable communities.
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