Join our esteemed team and embark on a dynamic professional journey as a Level 2 – Escalation Engineer. Here, you will have the opportunity to strategize and resolve technical issues and deliver exceptional customer experiences and drive profitable results in a fast-paced and ever-evolving market.
ResponsibilitiesResolving And Managing Queries:Attend to complaints/requests from customers and colleagues.
Identify and escalate situations requiring urgent attention.
Use remote tools (where applicable) to analyze and resolve issues.
Provide internal support and assist in resolving all IT-related issues.
Clarify customer complaints and determine the cause of the problem.Become The Technical Support Specialist:Provide continuous technical support via telephone, email, and remote for related products.
Identify the level of technical knowledge and adjust communications to solve customer problems.Become The VMware & Microsoft Expert:Handle incidents related to VMware and Microsoft products.Essential Operations and Contributions:Perform server inventory updates.
Assist in DR setup and failover testing for Infra and Apps servers on cloud customers.
Liaise with vendors for hardware servicing and maintenance and follow up with the account manager.
Prepare daily, weekly, and monthly reports.Strategic Initiative:Perform any other assignments as required by management.
Be a team player and contribute through collaboration and support.Travel Requirements:Must be able to travel and provide onsite support when requested by customers.
Provide onsite level 2 support and perform troubleshooting for customers.Qualifications RequiredKnowledge in virtualization (VMware, VDI).
Knowledge in Windows Server, Linux, and networking.
General knowledge in networking, Firewall, and DHCP server.
Experience in customer-facing roles, remote support, and telephone support.
What's in it for You?Expand Your Knowledge:
Immerse yourself in a world of learning and growth with our e-learning benefits, granting you access to a variety of training and development programs.
Rewarding Performance:
Be motivated by our attractive bonus scheme, which recognizes and rewards your exceptional achievements.
Health Coverage:
Prioritize your well-being with our outpatient and inpatient medical coverage, ensuring you have access to quality healthcare when needed.
Proactive Health Maintenance:
Take charge of your health with medical health screenings, optical and dental benefits.
Progression and Recognition:
Experience career growth with annual increments and the opportunity to be part of our company incentive trip, rewarding your dedication and achievements.
Achieve Work-Life Balance:
Maintain a healthy work-life balance with our replacement leave policy.#J-18808-Ljbffr