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Technical Support Engineer Avaya L1

0.00 to 3.00 Years   Chennai   27 Feb, 2020
PS Solutions LLP
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Hardware / Networking
Functional AreaTechnical Support / HelpdeskNetworking
EmploymentTypeFull-time

Job Description

Skill Sets:Troubleshooting knowledge ofCM, CMS.Knowledge of AES, SM, SMGRExperience in Contact Centre is MustJob Roles and Responsibilities:

  • Attending to all the Service requests coming through Emails & Phone call Reply to them at the within the defined Timelines.
  • Periodic update on Email.
  • Should carry out defined Health checks/Shift checklist & share observations on them.
  • Call logging with service provider and follow-up with them for any Issue & Device failures till Closure.
  • Resolving each & every ticket within SLA with proper resolution.
  • Coordination with user for better CSAT.
  • User confirmation before closure to avoid ticket reopening.
  • Proactive Action on alerts & timely action on issues reported which may lead to severity.
  • Should maintain tracker of all incidents & changes.
  • To keep a track and record of all the critical issues handled, along with the Artifacts taken and resolution given and maintain the same.
  • Will be flexible and open to learn and contribute to newer areas.

Keyskills :
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