Support Engineer

Job DescriptionSupport EngineerRole and Responsibilities  Respond to email regards to change & incident for customers seeking assistance within stipulated SLA  Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.  Escalate / Route emails for approval; obtain approval on timely manner.  Become familiar with helpdesk policies; determination tables and services  Correctly assigning of ticket to the responsible team; and chase for ticket closures upon implementation.  Provide daily, weekly and monthly performance reports to support team, clients and management.  Monitoring the Solar wind system and report any abnormalities immediately  Monitoring Nexmo SMS balance  Creating Performance Report  Generating weekly reports on timely manner - ACS reports, other reports  Conduct half yearly Customer Sat Survey  Prepare Service Review material  Release payment request for recurring billing for monthly, quarterly & yearly basis from receipt of GRN  Generate Shopping Card, Purchase Request, Generate Purchase Order (PO) for customers.  Vendor details maintenance  To input all billed items and RFS to Sales force before month end