Associate - Technical Solutions Engineer - ( Cloud Platform )

Designation : - Associate Technical Solutions Engineer (ATSS) Primary Responsibilities· Incident / Problem management ensuring all customer SLA’s and departmental KPI’s are achieved through the timely resolution and effective communication· Communicating effectively with customer resources throughout the management structure to ensure a positive customer experience· Detailed problem reproduction on support testlabs· Working with the team to ensure daily case allocation is managed· Highlighting areas of risk as soon as they are apparent· Input to problem management highlighting situations which may require further ongoing investigation or may be relating to multiple incidents· Development and management of knowledgebase· Troubleshoot and triage 3rd line faults through to development.· Any ad hoc duties as are reasonably requested by the business.Skills & Experience· Minimum 1-3 years experiencing working within an IT/Telephony Support role· Must have Experience in SLA adherence, project...