Crittenden County | Associate Engineer | North Carolina | HCL Technologies


Crittenden County | Associate Engineer | North Carolina

Job Summary

LOCATION: North Carolina
DESIGNATION: Associate Engineer
· Provide hands-on application support to internal and external WMG Application Users
· Maintain a high degree of business knowledge in the supported business areas and Applications, with deep understanding of operational processes and requirements
· Identify solutions to work around open issues/Problems that are under investigation or pending Resolution
· Document, and track case histories, issues, and actionable steps taken
· Communicate issues and opportunities to the support team leadership
· Troubleshoot and Resolve requests and test fixes.
· Identify Root Cause of the problem
· BS/BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience
· 1-3 years of experience in operation support and/or network hardware and software configuration troubleshooting
· Demonstrated ability in project management
· Experience with various operating systems, and diverse technical environments
· Excellent customer service orientation and verbal communication skills
· Ability to install software for and troubleshoot a wide range of software and hardware
· Analytical thinking and problem-solving ability
(1.) To maintain high login Efficiency (Availability) for customers (2.) To resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases (5.) To update worklogs and follow shift/ escalation process and process compliance (6.) Work on value adding activities such Knowledge base update & self development
B Tech
EXPERIENCE: 0-2.5 Years