System Engineer

Sensiple Inc., service offerings include contingent Staff Augmentation of IT professionals, Permanent Recruiting and Temp-to-Hire. In addition, our industry expertise and knowledge within financial services, Insurance, Telecom, Manufacturing, Technology, Media and Entertainment, Pharmaceutical, Health Care and service industries ensures our services are customized to meet specific needs. For more details please visit our website: ;/a>We have been retained for providing recruiting assistance, for direct hires, by one of the world-leading information technology consulting, services, and business process outsourcing organization that envisioned and pioneered the adoption of the flexible global business practices that today enable companies to operate more efficiently and produce more value. Sensiple, Inc. is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to gender, race, color, religion, sex, national origin, veteran or disability status Our client is looking for a

• • Triage/Research/Troubleshoot platform issues submitted by client designated contacts
  • Provide timely updates to clients and internal team members on cases
  • Ensure cases of concern are identified, coded and escalated appropriately
  • Fully and clearly document all case details and the troubleshooting steps
  · Excellent in communication (both verbal & written)· Must have worked with US clients previously· Proper phone etiquette· Knowledge of relevant software computer applications and equipment;· Knowledge of customer service principles and practices;· Effective listening skills;· Willingness to co-operate with others and work to the greater good;· Multi-tasking capabilities
  Required experience, skill, knowledge· Good experience in Desktop & Software support· Provide 1st and 2nd line technical support aimed at logging all calls and ensuring that SLAs are being adhered to.· Log analysis & Event Monitoring
  • Respond and resolve help desk requests
  · Escalation of technical issues to Managed Services 3rd line (if required) in line with defined SLAs as appropriate.· Working as part of the team to ensure providing World Class Customer Service at all times.· Work with cross functional teams to address issues· Be the directly contacted group for specified Managed Services customers – help desk to help desk and end-user.· Own the customer relationship, handling and resolving technical and account calls in an efficient and timely manner.· Provide accurate and timely information by investigating fully all customer enquiries, by using available equipment and applications, to ensure that incidents & problems are resolved efficiently.· To produce knowledge articles and information to be distributed amongst the team.