Designation : Technical Solutions Engineer (TSE ) Primary Roles & 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 4-8 years experiencing working within an IT Support role · Must have Experience in SLA adherence, proj...