B.E/B. Tech Fresher– Only 2019 pass outs
Job Description:
Key Responsibilities:
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
