NEC Corporation

Associate Support Engineer

NEC Corporation  •  Noida, IN (Onsite)  •  3 hours ago
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Job Description

Job Title: Associate Support Engineer

Organization Name: NEC Corporation India pvt. Ltd.

Reporting Relationship: Project Manager


We are seeking a highly motivated Service Engineer to provide exceptional technical support and customer service to our clients. The ideal candidate will be responsible for managing incidents and service requests, ensuring timely resolutions within defined Service Level Agreements (SLA), and maintaining a high level of customer satisfaction.

Key Responsibilities

  • Serve as the primary point of contact for all incidents, service requests, and inquiries, ensuring each has a designated owner and is resolved within the SLA.
  • Monitor, track, and manage issues through the CRM process, ensuring no incidents get bottlenecked and are resolved efficiently.
  • Provide support by understanding customer needs, mapping workflow processes, and analyzing technical requirements or gaps.
  • Analyze technical problems reported by end users via email, calls, or chat, and provide the first level of business perspective solutions.
  • Ensure continuous support to clients and stakeholders, proposing resolutions and managing customer expectations.
  • Track all cases to ensure timely responses, maintaining updates on incident status, progress, and history in the CRM.
  • Monitor ongoing service requests and incidents, ensuring timely communication to end users.
  • Collaborate with senior teams and stakeholders to resolve escalated issues and monitor the status of incidents.
  • Ensure contributions towards the overall Total Customer Experience are met and maintain a high standard of service quality.
  • Create and update knowledge base articles to document solutions for recurring issues.
  • Ensure stability of the network and hardware infrastructure by monitoring and troubleshooting when necessary.

Skills, Knowledge, and Experience

  • ITIL Knowledge: Case management, ticketing tool lifecycle experience.
  • Technical Tools: Proficiency in MS Office (Excel, Word), and experience with computerized data entry and network monitoring tools.
  • Strong analytical skills and attention to detail.
  • Customer Service: Experience managing service requests and incidents, meeting quality assurance requirements and performance metrics.
  • Certifications: Any ITIL and Automation certified professionals will be preferred.
  • Availability: Ability to work in a 24/7 environment and in rotational shifts.

Specialization Description

Remote Help Desk Support provides real-time support via phone/chat/email to employee end users including:

  • Responding to, researching, diagnosing, and resolving problems through real-time discussions/chat with users
  • Typically resolving less complex problems immediately, escalating more complex problems to senior level support
  • Referencing problem management database and help desk systems

Level Description

An experienced support level position that requires a basic knowledge of a given job area and tools, typically seen through work experience as well as vocational or technical training. Works under moderate supervision. Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures. Communicates information that requires some explanation or interpretation to achieve business results for a given area of a department or function.

NEC Corporation

About NEC Corporation

NEC Corporation has established itself as a leader in the integration of IT and network technologies while promoting the brand statement of “Orchestrating a brighter world.” NEC enables businesses and communities to adapt to rapid changes taking place in both society and the market as it provides for the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential. For more information, visit NEC at http://www.nec.com

NEC's Strengths and Competencies

・Named "2017 Global 100 Most Sustainable Corporations in the World"​ an Index Listing the World’s 100 Most Sustainable Corporations

・Named one of the "World's Top 100 Most Innovative Organizations for 2016"​ by Thomson Reuters

・Face recognition technology achieved No. 1 in the recent Face in Video Evaluation (FIVE, *1) testing performed by the U.S. National Institute of Standards and Technology (NIST) (*2)

(*1) https://www.nist.gov/programs-projects/face-video-evaluation-five

(*2) Results shown from the Face In Video Evaluation (FIVE), the Multiple Biometric Grand Challenge (MBGC), the Multiple Biometric Evaluation (MBE) and the Face Recognition Vendor Test (FRVT) do not constitute endorsement of any particular product by the U.S. Government.

** Please note that we reserve the right to delete any comments posted on NEC Corporation’s LinkedIn page that are deemed extremely defamatory or libelous to any company or individual, or that may be offensive to others.

Industry
IT & Software
Company Size
10,000+ employees
Headquarters
Tokyo, JP
Year Founded
Unknown
Website
nec.com
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