Senior Level 1 Technical Support Engineer

Senior Support Engineer Job Title : Senior Executive- L1 Support Organization Name: NEC Corporation India Pvt Ltd. Reporting Relationship : Project Manager Role Summary : The purpose of this role is to provide Service Desk 1st level Technical Support for Incident and Service Request resolution to ICT customers within agreed service levels whilst achieving high customer service and quality standards. Responsibilities: Ensuring the best customer experience by always providing superior level of customer service and maximum availability. Log all incidents, service requests and problems, accurately following the practices defined for each process, including updates to existing tickets Diagnose, prioritize, troubleshoot and resolve incidents where possible, or escalate where necessary, within Service Levels, following pre-defined processes accurately in an ITIL environment Timely and accurate documentation of work performed, to the standard required and using the systems, processes and/or methods specified. Proactively develop knowledge articles to improve the resolution process and increase customer satisfaction in line with continual service improvement strategies Prerequisites: Any Graduate with minimum 4 years of experience. Meet or exceed all internal KPIs. Maintain technical and product knowledge and expertise, through research and self-development to ensure support remains efficient, effective and relevant to the business needs of the customer. Ability to effectively communicate and build relationships with customers. Provide a high level of technical and operational support to customers, both external and internal. Excellent and Effective verbal and written communication skills in English Language. Ability to work effectively in a team environment Pleasant, professional, and courteous personality skills. Base Location: - Noida, but flexible to Travel. Specialization Description General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: Providing customer service and support via phone, online chat, or text including: Call center-based customer support in response to a high volume of low complexity inquiries Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including: Acting as liaison between customers, production and distribution departments related to specific customer orders Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets. Level Description Experienced level professional that applies practical knowledge of job area typically obtained through advanced education and work experience. Works independently with general supervision. Works to achieve operational targets within the job area with a direct impact on function / sub-function results. Problems faced are difficult but typically not complex. May influence others within the job area through explanation of facts, policies and practices. Headquartered in Japan, NEC is a leader in the integration of IT and network technologies. With over 123 years of expertise in providing solutions for empowering people, businesses, and society, NEC stands tall as a champion in enabling change and transformation across the globe. Present in India since 1950, NEC has been instrumental in burgeoning India’s digitization journey continually for the past 70 years. NEC India has proved its commitment to orchestrating a bright future through its diverse businesses from Telecommunications to Public Safety, Logistics, Transportation, Retail, Finance, Unified Communication and IT platforms , serving across the public and private sectors. NEC India, through the deployment of cutting-edge technology, has been powering India in seminal ways, making lives easier, safer, and more productive for all. With its Centre of Excellence for verticals like Analytics platform solutions, Big Data, Biometrics, Mobile and Retail , NEC India brings to the table, innovative, seamless solutions for India and across the world. NEC India is headquartered in New Delhi and has its offices panned across the country. It has branches in Ahmedabad, Bengaluru, Chennai, Mumbai, Noida and Surat. Specialties: IT & Networking Solutions, Unified Communication Solutions, Safety and Security Solutions, Integrated Retail Solutions, Data Centre Solutions, Safe and Smart City Solutions, Transportation Solutions, SDN Solutions, Carrier Telecom Solutions, and Solutions for Society. NEC Career Site - LinkedIn Experience Level Senior Level