Nokia India Private Limited | Requirement of Service Engineer Freshers

Experience: 0 - 1 years
Location: Bangalore
Qualification: B.E/B. Tech or MCA/BSc Computer Science
Company Name: Nokia India Private Limited
Job Responsibilities:
Provide Tier I support to Nokia's services/service lines in an 24 * 7 environment (3 rotating shifts)

• Monitoring resource boxes and monitoring tools
• Receiving calls, first-line Customer liaison
• Recording and tracking Incidents and complaints
• Keeping Customers informed on request status and progress
• Making an initial assessment of requests, attempting to resolve them

or refer them to someone who can, based on agreed service levels

• Monitoring and escalation procedures relative to the appropriate SLA
• Following up on pending escalations and open tickets
• Managing the request life-cycle, including closure and verification
• Monitoring resource boxes and monitoring tools
• Receiving calls, first-line Customer liaison
• Recording and tracking Incidents and complaints
• Keeping Customers informed on request status and progress
• Making an initial assessment of requests, attempting to resolve them or refer them to someone who can, based on agreed service levels
• Monitoring and escalation procedures relative to the appropriate SLA
• Following up on pending escalations and open tickets
• Managing the request life-cycle, including closure and verification
• Communicating planned and short-term changes of service levels to Customers
• Coordinating second-line and third-party support groups
• Providing management information and recommendations for service improvement
• Identifying Problems
• Highlighting Customer training and education needs
• Closing Incidents and confirmation with the Customer
• Contribute to improvement initiatives to internal processes and work practices
• Assist with planning activities and complete delegated tasks where appropriate

Required Skill:

• · Willing to work in 24 * 7 environment
• · Good Analytical & Problem Solving skills
• · Good debugging/Troubleshooting skills
• · Good knowledge of MS Office tools like Excel and PowerPoint is desirable
• · General IT awareness
• · Strong verbal & written Communication Skills
• · Good Interpersonal skills & Positive attitude
• · Team player with focus on customer care
• · Flexibility in work timing; approach and behavior