Associate/Trainee Engineer – GCC | Ivy Comptech | Hyderabad, Telangana

Job description:

Ivy Comptech is conducting an interview for the post of Associate/Trainee Engineer.

About the role:

As a Trainee Engineer – SOC will contribute to various phases and activities of the software development process or software testing. Candidate must be willing to work in a fast-paced, multi-tasking, team environment, the engineer works with tech Lead, software engineers, internal partners, and stakeholders.

Key responsibilities:

  • Act as First point of contact to the Service Desk / Front all inbound support Calls
  • Triage and Diagnose reported faults applying standard fix protocols as required.
  • Accurately log incidents and ensure all relevant data is captured.
  • Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
  • Escalate incidents where a first time fix is not possible to relevant internal resolver group
  • Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation when necessary.
  • Escalate potential service issues initially with Team Leader/Service Desk Manager
  • Follow up on calls and chase 3rd party resolvers to meet contractual SLA’s
  • Manage Service Desk emails (Governance)
  • Finding ways to improve the overall customer experience

Skills required:

  • Good understanding of applying the ITIL framework
  • Competent with Microsoft Office
  • Linux, Python, Java, SQL knowledge
  • Familiarity with Computer Applications such as Citrix, Dameware, Exchange Management, Active Directory, Microsoft Windows.
  • Hands on knowledge on ELK and Grafana and AppDynamics and other monitoring tool is an added advantage.
  • Excellent level of written communication skills
  • Good level of communication skills
  • Ability to organise and plan to ensure all deadlines are met
  • Previous experience in Retail Gaming is ideal but not essential
  • Able to deliver high standards of Customer Service and recognise different customer needs
  • Ability to work under pressure and to tight deadlines.
  • Proven ability to build effective relationships with colleagues and customers and within a team

Job/Req. ID: 100121

Company: Ivy Comptech

Location: Hyderabad, Telangana

Job category: Computer Science Engineering

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