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Support Engineer



Customer Service
Pune, Maharashtra, India
Posted on Friday, June 7, 2024
Support Engineer

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  • Manage Incident, assess impact & confirm priority. Ensure technical & functionnal, provide solution to end-users, proposing workarounds if required. Informs end-users on the incident management progress, working closely with other resolution teams.
  • Manage Service Requests (SR) according expected level of service. Handle SR execution or assign it to other contributors, informs end-users on SR fullfilment progress until its closure.
  • Operate daily/weekly/monthly/quaterly/yearly "house keeping" activities . Use monitoring tools setup by Engineers & Service Owners, handle alerts & communicates with other contributors to minimize impacts on end-users
  • Contribute to the User Acceptance Test of the projects related to the Service Offering
  • Contribute to Knowedge articles & EUX Catalog updates. Update existing knowledge articles and known errors, create the missing ones.
  • Can work on a follow-the-sun mode
  • Contribute to the Service Offering continuous improvement, by identifying required improvement and automation
  • Working knowledge on ticketing tools in the current market such as Service-Now.
  • Certification will on any field will be an added advantage.

Must have skills :

Exchange Online, SharePoint Online, Power Platform, Teams , PowerShell Scripting, AD

Good /Nice to have skills :

SNOW, ProofPoint, Azure , Automation