Technical Service Engineer - IT Support

As a Service Engineer at NEC, your role involves providing 1st level Technical Support for Incident and Service Request resolution to customers within agreed service levels while maintaining high customer service and quality standards. Your responsibilities will include: - Ensuring the best customer experience by consistently delivering superior customer service and maximum availability - Logging all incidents, service requests, and problems accurately, following defined practices for each process and updating existing tickets - Diagnosing, prioritizing, troubleshooting, and resolving incidents whenever possible, escalating when necessary within Service Levels in an ITIL environment - Timely and accurately documenting work performed to the required standard using specified systems, processes, and methods - Proactively developing knowledge articles to enhance the resolution process and improve customer satisfaction as part of continual service improvement strategies - Running queries, testing APIs, and verifying data to ensure system integrity and proper troubleshooting - Retrieving and analyzing logs to identify and resolve service-level issues Prerequisites for this role include: - Any Graduate with 1+ years of experience - Meeting or exceeding all internal KPIs - Maintaining technical and product knowledge through research and self-development - Ability to effectively communicate and build relationships with customers - Providing a high level of technical and operational support to both external and internal customers - Excellent verbal and written communication skills in English - Ability to work effectively in a team environment - Possessing a pleasant, professional, and courteous personality The base location for this role is in Noida with flexibility for travel. NEC, headquartered in Japan, is a global leader in IT and network technologies with over 123 years of expertise in empowering people, businesses, and society. In India since 1950, NEC has been a key player in the country's digitization journey. NEC India offers innovative solutions in various verticals such as Analytics platform solutions, Big Data, Biometrics, Mobile, and Retail, among others. NEC India is committed to making lives easier, safer, and more productive through cutting-edge technology. NEC India has a presence in multiple cities across the country, including New Delhi, Ahmedabad, Bengaluru, Chennai, Mumbai, Noida, and Surat. The company specializes in IT & Networking Solutions, Unified Communication Solutions, Safety and Security Solutions, Integrated Retail Solutions, Data Centre Solutions, and more. Experience Level required for this position is Entry Level. As a Service Engineer at NEC, your role involves providing 1st level Technical Support for Incident and Service Request resolution to customers within agreed service levels while maintaining high customer service and quality standards. Your responsibilities will include: - Ensuring the best customer experience by consistently delivering superior customer service and maximum availability - Logging all incidents, service requests, and problems accurately, following defined practices for each process and updating existing tickets - Diagnosing, prioritizing, troubleshooting, and resolving incidents whenever possible, escalating when necessary within Service Levels in an ITIL environment - Timely and accurately documenting work performed to the required standard using specified systems, processes, and methods - Proactively developing knowledge articles to enhance the resolution process and improve customer satisfaction as part of continual service improvement strategies - Running queries, testing APIs, and verifying data to ensure system integrity and proper troubleshooting - Retrieving and analyzing logs to identify and resolve service-level issues Prerequisites for this role include: - Any Graduate with 1+ years of experience - Meeting or exceeding all internal KPIs - Maintaining technical and product knowledge through research and self-development - Ability to effectively communicate and build relationships with customers - Providing a high level of technical and operational support to both external and internal customers - Excellent verbal and written communication skills in English - Ability to work effectively in a team environment - Possessing a pleasant, professional, and courteous personality The base location for this role is in Noida with flexibility for travel. NEC, headquartered in Japan, is a global leader in IT and network technologies with over 123 years of expertise in empowering people, businesses, and society. In India since 1950, NEC has been a key player in the country's digitization journey. NEC India offers innovative solutions in various verticals such as Analytics platform solutions, Big Data, Biometrics, Mobile, and Retail, among others. NEC India is committed to making lives easier, safer, and more productive through cutting-edge technology.