Field Support Engineer
Updated: April 12, 2024 02:04 AM GMT
iOCO
SecundaYearning for More in Your Career? iOCO Infrastructure Services Invites You to Explore Possibilities. We are seeking a Field Support Engineer to join our team. As a Field Support Engineer, you'll be responsible for resolving complex technical issues and ensuring that our customers are always satisfied.
What You'll Do
• Call Updating
• To ensure that all calls are updated daily with meaningful comments and that correct call update templates are used and completed fully on all calls
• Asset input
• To ensure that all assets are correctly entered into the system.
• User Satisfaction
• To ensure that the user is satisfied with the service provision
• Meet SLA Requirements
• To repair identified problems to meet average contractual SLA requirements
• All calls which can be resolved remotely is redirected back to the remote support team.
• Productive Call Rate
• To ensure that the agreed upon number of calls are resolved per day.
• Productive Time
• Maintain productivity of >75%
•... More Detail
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