Experience: 5-12 Years

Work Location: Chennai

Provide remote technical assistance and design consultation.
Perform log/failure analysis across a variety of equipment looking for a specific set of failures and addressing those as they arise.
Keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
Use multiple applications to manage cases, document and troubleshoot.
Interact with customers for new/existing cases to capture all the information needed to properly identify and resolve cases & enter all relevant data and updates into the ticketing system.
Monitor open tickets for new communication or action requirements.
Engage and assist field engineers with hardware replacement procedure.
Escalate cases according to severity or type based on internal procedures.
Contribute to Root Cause Analysis for quality escapes & use knowledge - bases to share information about known issues.
Assists in the creation of product support documents and network training material, as required & working continuously on a task until completion and /or referral to third parties, as appropriate.

Mandatory Skills:

Server Hardware Support