SG-2018-550 – Technical Support Engineer

Company Profile

Seneca Global offers end-to-end software services and solutions to organizations seeking a trusted and strategic global outsourcing partner.

We help our clients realize significant cost savings through a broad range of technology solution areas including product development and maintenance, application development and maintenance, software testing, IT infrastructure support, and iSeries - AS/400 solutions.

Our services provide improved productivity, decreased cost, and increased value over time. The services and solutions we deliver through our unique global delivery model provide our clients with the competitive edge they need to succeed.

This accomplished team of business leaders possesses over 100 years of collective experience in global Information Technology Enterprise Solutions. This same team of leaders successfully built a $480 million IT services firm that catered to middle-market companies and independent software vendors worldwide.

Website: http://www.senecaglobal.com/

Job Title: Technical Support Engineer

Job Location: Hyderabad

Job Description:

  • Outstanding verbal communication skills
  • Understand issues from clients, manage incoming calls and route IT trouble tickets to the appropriate on site technicians.
  • Responds to telephone calls, email and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
  • Understand standard operating procedures (SOP).
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 support and perform other activities based on SOPs
  • Flexibility to work in 24/7 environment. (Especially NIGHT SHIFTS)
  • Should be able to understand the user point of view.
  • Should have the basic knowledge about Outlook.
  • Good team player
  • Understand client applications, issues from clients, manage incoming calls and route IT/application support trouble tickets to the appropriate on site technicians.
  • Responds to telephone calls, email and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 support and perform other activities based on SOPs
  • Monitor calls and tickets and route them to appropriate teams for assistance and resolution of the issue.
  • Application triage to get the ticket in the correct bucket.

Behavioral Skills:

  • Excellent communication skills
  • Self-motivated, team player, action and results oriented

Experience: 0-2 Years

Qualification Any Degree/B.Tech/MCA

Contact Email: India.ta@senecaglobal.com

Location: SENECAGLOBAL IT SERVICES PRIVATE LIMITED
WESTERN PEARL, 7TH FLOOR
SURVEY NUMBER 13, KONDAPUR
HYDERABAD - 500084