Technical Support Engineer

1. SLA Management and Technical Support

• Take ownership of customer issues reported and see problems through to resolution according to agreed standard SLA’s.
• Research, diagnose, troubleshoot and identify solutions to resolve customer reported issues.
• To provide staff and clients with server support and general maintenance.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Compliance for following standard internal process and tools.

KPIs (Key Performance Indicators)

1-           SLA Targets Compliance.

2-           Customer Survey evaluation. 

3-           Internal Process Compliance.

2-           Communication and Reporting

•             To provide external client support via telephone, email and site visits when needed.

•             Provide prompt and accurate feedback to customers.

•             Efficiently communicate and report issues to Account Manager / Project Manager and technical            team.

•             Generating open tickets status report.

•             Ensure proper recording and closure of all customer reported issues.

•             Provide Softec Product Knowledge, Guidance and Support when needed.

KPIs (Key Performance Indicators)

1-           First call response / resolution time.

2-           Ticketing status reporting on time, with proper visibility levels.

3-           Proper escalation of blocking issues.