L1 Support Engineer
We are looking for a L1 Support Engineer who has excellent communication skills. Exposure to handling global clients and knowledge in monitoring, analyzing, and troubleshooting analyzing and the issues received daily. Working on production support, attending calls, and troubleshooting the applications.
Must Haves for this position-
Accountable to log, track, and manage Incidents and Service Requests.
Use Incident logging and Bug tracking tools to document customer incidents quickly and effectively.
Resolved issues by researching documentation; troubleshooting hardware, and software, guiding client through
corrective steps; escalating problems globally to a different level, and Resolving Workgroup as per User’s
location; tracked status of problems and solutions.
Documented and tracked all received requests in the incident management system.
Scheduled onsite technicians to repair or replace the faulty hardware.
Identified priority Tickets and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators.
- Life Sciences
- Clinical Research (CRO)
- Job Level
- Junior Management
- 2 - 5 (in years)
- Reporting To
- Company Name
- Integrated research site organization
- Company Size