Customer Advocacy Engineer

- As a resident customer advocacy engineer will act as a single point of contact for customer - Provide 1st level functional & technical support to onsite users for a web based application (our proprietary application) - Follow-up & maintain log and/or list of reported customer issues/tickets, update pending issues/tickets, identify & escalate issues requiring level 2 escalation - Follow-up with onsite users for missing information/ approvals for processing of requests for closure of pending issues - Create and Upload KB Articles in the Knowledgebase - Provide individual training and support on request - Maintain current and accurate inventory of technology hardware, software and resources - Maintain log and/or list of required repairs and maintenance - Produce reports as required by support desk manager, from time to time - Configure, maintain and troubleshoot all network (LAN wired & wireless, access points) related issues - Provide support on android based tablets issues - Adhere to defined Service Levels - Adhere to established policies & procedures of the support desk Required Skill Set - Superb problem-solving skills & trouble shooting skills - Minimum 2-3 years of experience in technical support for networks & computer systems - Familiarity/exposure with networking appliances (Switches, Firewall, Access points) - Familiarity/exposure with Windows server Familiarity/exposure with android based tablets Good customer interaction skills - Good communication & presentation skills - B.E./ B. Tech/MCA/Diploma in E&T/IT/ Electronics/Computers/ EC/ Electrical or Any Graduate with Hardware & Networking diploma Skills: Web Applications, customer advocacy, Ticketing, Customer Services, Network Support, Technical Support Experience: 2.00-3.00 Years