Support Desk Engineer
Job Description
Title: Support Desk Engineer
Company Name: Mango Teleservices Ltd.
Vacancy: 04
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Minimum graduate in Computer Science and Engineering/ICT by or before 2016.
Experience Requirements:
∎ At least 3 year(s)
Job Responsibilities:
∎ Perform duty as support engineer as per the roaster 24X7.
∎ Monitor and ensure SLA for all services. Ensuring all faults are progressed & cleared within SLA - escalating to other internal and external teams as appropriate
∎ Attend any calls coming through any media such as phone call, SMS, e-Mail, FB, apps etc. Dealing with incoming faults in a professional, courteous manner.
∎ Register any complain coming to NOC through TT system. Taking ownership of faults and managing them in a logical and methodical manner
∎ Ensure Escalation Matrix is being followed and no complain kept pending or unattended. Identify and escalate repeat issues or service risks into service management teams
∎ Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
∎ Conducting full and through diagnosis with end users to enable first point of contact fault resolution
∎ Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively
∎ When problem are too large or complex for quick troubleshooting, engineers must escalate the issue to management, other Technical resources or 3rd party vendors for assistance in reaching a resolution
∎ Attend daily, weekly and monthly briefing and analytical session.
∎ Provide scheduled report to concern authority while on duty. Maintain and develop own knowledge and skills to assist with first time fault resolution
∎ Sharing knowledge with team colleagues
∎ Provide input for FAQs update each after occurrence.
Additional Requirements:
∎ 3 years of progressive experience in the customer service management
∎ Experience of working in a helpdesk or technical support environment
∎ Highly organized and able to work on own initiative to complete the range of tasks required
∎ Experience of handling various system tools such as MRTG, OS Ticket, CRM, Solarwinds, WireShark, Cacti etc.
∎ Working knowledge on MS Project and Visio.
Application Deadline: October 4, 2019
Company Information:
∎ Mango Teleservices Ltd.
∎ Address : 82, Mohakhali C/A (12th Floor)
∎ Web : www.mango.com.bd
Category: IT/Telecommunication
Source: bdjobs.com
Deadline Expired on 4th Oct 2019
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