Support Engineer

Year India, India

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Working on incident and request management and forming an active interface between clients and resolver groups

Record and classify received Incidents using ticketing tools and undertake an immediate effort in order to restore the service
Direct interaction with the clients through email and Teams communication channels to resolve product and platform issues and ensure zero breaches of SLA
Keep users informed about their Incidents\xe2\x80\x99 status at agreed intervals and provide first-line investigation and diagnosis of all Incidents and Service Requests
Be a quick problem solver utilising the process knowledge and the ability to think on one feed in times of priority
Be a team player when the situation demands and the compatibility to be both introvert and extrovert
Ability to work under pressure with clients and internal stakeholders in the live production environment
Good communication skills and ability to think quickly in a fast-paced corporate world where time is of the essence
Verify resolution with users and resolve Incidents in tools such as Service Now to log Incident Reports
Effective in managing high-severity incidents or escalations to ensure service availability with minimal delay and impact towards ensuring smooth operations
Basic/good understanding of Sports ie: Football, Basketball is a plus

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