• Receive and record incidents, service requests from IT department and engineers, through the agreed modes of communication (E.g. Phone, email, web etc) • Classify and prioritize the incidents / service requests / change requests as per the defined categories, urgency and impact • Allocate the incidents / service requests / change request • Monitor, track and update the progress status of all incidents and service requests. • Escalate incidents / service requests which are going beyond the agreed service levels • Record customer complaints and inform the concerned management staff for appropriate actions • Logging and tracking incidents / service request that require resolution from suppliers. • Notify IT users & on site engineers with progress status of all queries, incidents, service requests, change requests and complaints. • Finally preparing daily report for all the logs taking under the operation. • Receiving end users IT complaints through Telephone, E-Mail & Call logging in Remedy tool • Providing telephonic assistance to end users where ever possible for the first level telephonic support • Logging end users IT complaints in the call logging tool • Sensible allocation of calls based on the severity in line with Service Level Agreement (SLA) • Tracking end users IT complaints till closure with the support of Technical Support Engineers • Timely triggering of escalation to technical team and Supervisor before the response and resolution violations • Getting the transactional feedback from end user after closure of the calls by doing the necessary follow-ups with location engineers and end users • Analysis of call reports and end users feedback • Preparation of engineer productivity report • Preparation of daily, weekly & Monthly reports and sharing the reports to Supervisor / Customer with in the agreed timeliness • Facilitating and providing back end support to supervisor for conducting Customer Satisfaction Survey (CSAT) biannually • Maintaining & Monitoring all location engineers in time and out time using in house HRIS tool • Timely sending of engineers absence report to supervisor, location customer and business customer in the agreed template

More about this System Engineer job

Precision Infomatics is aggressively hiring for the job profile of System Engineer at Mumbai in Vashi locality. Kindly go through the FAQs below to get all answers related to the given job. 1. How much salary can I expect? Ans. You can expect a minimum salary of 10,000 INR and can go up to 15,000 INR. The salary offered will depend on your skills, experience and performance in the interview. 2. What is the eligibility criteria to apply for this job? Ans. The candidate should have completed Graduate degree and people who have 0 to 31 years are eligible to apply for this job. You can apply for more jobs in Mumbai to get hired quickly. 3. Is there any specific skill required for this job? Ans. The candidate should have Basic English skills and sound communication skills for this job. 4. What are the timings of the job and how many working days are there? Ans. It is a Full Time job having timing from 09:00 AM to 06:00 PM and will have 6 working days i.e., monday - saturday. 5. Is it a work from home job? Ans. No, it’s not a work from home job and can’t be done online. You can explore and apply for other work from home jobs in Mumbai at apna. 6. Are there any charges or deposits required while applying for the role or while joining? Ans. No work-related deposit needs to be made during your employment with the company. 7. How can I apply for this job? Ans. Go to the apna app and apply for this job. Click on the apply button and call HR directly to schedule your interview. 8. What is the last date to apply? Ans. The last date to apply for this job is 20-Dec-2021. For more details, download apna app and find Full Time jobs in Mumbai. Through apna, you can find jobs in 74 cities across India. Join NOW!