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Network Engineer / Network security

ConfidentialChennai

13 days ago

Job description

Handles first level calls / cases from Enterprise customers.

Case ownership, documentation and management

Customer Management, Setting right expectation, Situation handling.

Driving case progression as per the SLA

Utilizing tools and systems, Working with relevant groups in the client organization (SE, Support Manager, L3) for case progression and updates

Backlog Management and meet the expectation set with customers.

Work on pending cases(backlogs) and drive towards closure

Periodic follow up as per SLA defined by the client.

Process, Queue Adherence and SLA awareness

Adhere to the process guidelines specified for the defined environment (SIP, ISO etc.)

Knowledge Base Article Creation when there is an opportunity for it.

To contribute knowledge base and the knowledge sharing forum

Improving customer experience and Building relationship

Completing PCNSE certification within 120 days of go-live

Skills Required

Customer Handling, Case Management, Documentation, Troubleshooting

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Network Security • Chennai

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