Response Center Engineer (Level - I)

Job Title: Response Center Engineer

Job Description:

The Response Center Engineer plays a critical role in providing reactive support to our clients. They are the first line of response for incoming customer issues, ensuring timely and effective resolution of tickets and queries. This role demands a high level of technical expertise combined with exceptional communication skills to deliver outstanding customer experience.

Key Responsibilities:

1. Reactive Support: Promptly address incoming customer tickets and calls, providing effective solutions.
2. Ownership of Work: Actively pull tickets off the support board, ensuring each ticket is followed through to resolution.
3. Communication: Maintain clear and concise communication with clients throughout the ticket lifecycle (No surprises to the customer).
4. Customer Experience: Ensure each customer interaction is handled professionally, aiming for high customer satisfaction.
5. Documentation: Consistently works to improve client documentation.
6. Ticket Hygiene: Accurately selects agreements, Type/Subtype/item, and statuses.

Qualifications: 

• Relevant Microsoft Certification determined in collaboration with manager
• Networking Fundamentals, Network+ (CCNA as option)
• Good Customer Service and Communication
• Ability to troubleshoot and support Client issues with some assistance for complex issues,
• Good Time management Skills
• Low level desktop support engineer - apps and performance
• Low level cloud service support (e.g., O365 SharePoint, Gmail/ Google Apps)
• Basic Network TS
• Basic DNS and DHCP TS
• Graduate or Masters in Computer Science or Information Technology 
• 2-3 Years of relevant experience