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Service Engineer

72% Flex

Remote:

Full Remote

Work from:

India

Offer summary

Qualifications:

5-6 years experience in Voice Communication technology and Server hardware and software, Certifications like MSCA, RHCSA, CCNA are preferred along with troubleshooting skills.

Key responsabilities:

Handle Customer Service, Incident Management, Fault Rectification, and Team Support
Supervise Change Management ensuring correct materials and procedures adhered to
Manage Project Implementation by liaising with the customers project team and provide clear reports on progress
Be flexible to attend ad-hoc requests, extended work hours, and take on additional duties as required

Great Pyramid Human Resources, Staffing & Recruiting SME http://www.greatpyramid.com.my/

11 - 50 Employees

See more Great Pyramid offers

Job description

Your missions

Job Responsibilities

Customer Service

Incident Management

Fault Rectification To identify, rectify and escalate, if necessary, all faults on all IPC supported systems.
Customer Liaison To be the IPC face for customer and attend customer work on-site, if require.
Reactive support - To provide online support to customer via collaboration tools or over phone.
Team Support To provide technical support and assistance to colleagues as required.
Communication To provide clear and concise status update on assigned cases and liaise with other IPC departments where necessary.

Change Management

To supervise/implement all assigned standard change duties (service/MAC/Installation)
To ensure work priority to any customer break/fix change requirement.
To ensure the correct materials and the agreed timescales are adhered to change ticket.
To ensuring that good working practices are always maintained.
To coordinate with customer for the change implementation schedule.
To ensure IPC Company Change procedures are adhered to, and all paperwork is completed accurately, in a timely manner.
To ensure CMDB records are accurate and kept up to date.

Project Implementation

To be the face to the customer and working closely with customers project team.
Responsible to ensure that assigned projects are completed within agreed timescales.
Responsible to rectify issues promptly and raised to customer/IPC management as required.
Responsible to liaise with customer regarding planned and actual work.
Responsible to keep customer updated at all times of IPCs requirements, delivery dates and installation dates.
Responsible to adhere company procedures are adhered to and all documentation is completed accurately and in a timely manner.
Responsible to provide clear and concise reports and documentation

General Duties

Be expected attend any ad-hoc request from immediate supervisor or management.
Be expected to take on other duties as required of the position.
Be expected to extended work time as required to meet customer needs and project goals

Experience and Skills Requirements

Must processes good knowledge:
- 5-6 years Voice Communication technology: PABX, Dealerboard, Voice Mail, Voice Recorders (NICE/Cybertech, etc).
- 5-6 years Server knowledge of hardware and common: MS Windows and Redhat Linux

Good to have knowledge:
- Networking skills and Cisco products, VOIP protocols, SIP, QOS, HSRP and switching technologies.
- Virtualize Platform, VMWare
- Dell PowerEdge Rack Servers platform

Certification, MSCA, RHCSA, CCNA or equivalent Associate level certification will be added advantage.
Ability to demonstrable troubleshooting skills to above technology knowledge is essential.
Exposure to supporting the financial services industry.
Excellent communication and customer facing skills.