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Companie
:
SCC Services Romania
Functia Jobului
:
Inginerie & tehnologie
Industrie
:
IT si telecomunicatii
Locatie
:
Tip job
:
Program Full Time
Nivel experienta
:
Junior
Descriere:
- Act as initial point of contact for all end-user support requirements;
- Incident logging and tracking;
- Updating of the SCC Incident Management tool (ServiceNow) with the information provided by the customer;
- End-to-end event management, including third parties, follow-ups and event resolution, RMA’s, collections;
- Attempt to resolve as many incidents as possible at first point of contact offering advice and guidance;
- Monitor mailbox in accordance with OLA’s and SLA’s;
- Check level of support the customer is entitled to and asses if the request/incident is chargeable or covered by support contract;
- Troubleshooting and remote resolution using the agreed remote management tools;
- Allocate and book a field service engineer visit when required to resolve requests or incidents;
- Request supplier quotes and customer-facing quotes from designated teams to be presented to the customer and obtain approval (PO);
- Schedule an engineer visits as per the preventative maintenance plan agreed with the customer; Monitor when visits are due, then plan accordingly;
- Perform daily checks on SCC or Customer infrastructure;
- Monitoring customer endpoints using SCC standard tools.
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