Senior Technical Support Engineer
Mangalore Area, India
• Providing technical and process assistance to OJT batch.• Effective usage of remote Software like RDC, Net meeting, Dameware, Support center.• Microsoft office tools like Word, Excel and PowerPoint.• Capable of handling issues related to vpn connection, Mobile office and Wireless.• Introduced to the concept of troubleshooting for RDC, HVD machines.• Helping clients with any client application related issues & Escalating tickets.• Helping clients on placing s/w, h/w requests through client application• Installing, troubleshooting various s/w, h/w and client owned applications.• System and process enhancement and co-ordination with Managers. Escalating tickets to external support team.• Creating request to create Knowledge solutions.• Working on tickets in various Queues without exceeding SLA’s.• Creating reports(excel) for kickback tickets and rework tickets