Onsite Support

Job Description

Responsibilities:

• Be in-touch with customer and keep them informed about the status of their requests.
• Respond to customer technical inquiries on preferred communication method (e.g. F2F, Phone or Email).
• Perform the basic technical troubleshooting actions such as:
  • Basic health check.
  • Network connectivity.
  • Check hardware alarms, Software errors.
  • Provide remote connectivity to next level Engineer if required.
• Escalating complex issues to next support level as needed and provide detailed symptoms and problem description.
• Interface with the 3rd party vendor if needed.
• Follow the case resolution cycle and document the important interactions and problem resolution in the Care/Salesforce tool.