IT Helpdesk engineer

The Technical Support Engineer ensures a positive customer experience by providing
oversight and management for Thakral One customer's technical issues.
 Have to work on behalf of the customer to ensure end to end delivery on incident
resolution per the performance measurement and criteria established in the
corporation's Services and by the customer.
 The role acts as a single point of contact for customer escalations and makes sensitive,
critical decisions that impact customer operations.
 Develops and delivers post incident reports on all critical support incidents, adheres to
customer support plans and relationships, uses complex analytical skills to recognize
trends and improve performance in order to assist account teams ability to recognize
revenue goals.
 Configuration of client's equipment to connect to the Internet via modem/DSL
Router/other /network applications as needed.
 Provide training to clients in the use of system and applications as related to their job.
 Obtain general understanding of OS and application operations related to company
offered services.
 Identify and correct or advise, on operational issues in client computer systems. Promptly answer support related email, phone calls and other electronic
communications issues raised by end user.
 Will be assigned to other areas of Thakral One's customer when needed.
 Must maintain and provide quality of service to customers premise at all times.
 Assist Service Manager in generating technical proposal and implementations as needed.
 Support other IT personnel in Thakral One as needed.
 Other duties may be assigned as required.