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

July 15, 2023

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