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.