Senior Support Engineer – VDart

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Job Description:

• Provide direct IT support to the users to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships.

• Performing onsite and remote troubleshooting through diagnostic techniques (log analysis) and pertinent questions

• Determining the best resolution / fix of the incidents and problems based on the issue and details provided by customers / users.

• Ensure conformance to relevant Service Level Agreements

• Lead and coordinate with the users / internal stakeholders / vendors through the problem-solving process

• Direct unresolved issues to the problem management process and ensure tracking until closure.

• Provide accurate information on GT and GDF products and service catalogs

• Record events and problems and their resolution in logs

• Follow-up and update incident, problems status and information

• Pass on any feedback or suggestions by all stakeholders to the appropriate internal GT and GDF teams

• Identify and suggest possible improvements on incident and problem management processes.

• Assist in generating periodic reports on Incidents and Problems.

Job Details

Preferred Candidate

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