Scope of Activities:

Mandatory Skill Sets- Wintel, Lenovo, IBM, Dell

● Provide remote technical assistance and design consultation.

● Perform log/failure analysis across a variety of equipment looking for a specific set of failures and addressing those as they arise.

● Keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken

● Use multiple applications to manage cases, document and troubleshoot.

● Interact with customers for new/existing cases to capture all the information needed to properly identify and resolve cases & enter all relevant data and updates into the ticketing system.

● Monitor open tickets for new communication or action requirements.

● Engage and assist field engineers with hardware replacement procedure.

● Escalate cases according to severity or type based on internal procedures.

● Contribute to Root Cause Analysis for quality escapes & use knowledge - bases to share information about known issues.

● Assists in the creation of product support documents and network training material, as required & working continuously on a task until completion and /or referral to third parties, as appropriate.