- Set up [email protected] in government sector.
- Ensure the cabling and wiring are properly plug in place.
- Confer with customers by telephone to provide information about products or services, or assist them with Technical queries.
- Resolve customers’ issues by performing troubleshooting activities.
junior support engineer
- Supporting the customers by installing Freevoice Phone System in their PC’s.
- Checking the System requirements of customers PC based on company specifications using Anydesk technology.
- Responding to the mails sent by the vendors using Zimbra.
- Generating the reports like Total calls, Answered and Unanswered calls, Blended calls, Call details using Queue Metrics.
- Installation of Seafile to vendors as well as customers for sending the files with each other.
- Worked in the CMS (Drupal) in Standardised Website Framework under e-prastuti (Government of Assam), uploaded contents & provided training to various departments.
- Worked in PMAYU (Pradhan Mantri Awas Yojana-Urban) project as a Support Engineer. Also, took active role as First Point of contact.
- Worked as Web Coordinator for project such as Guwahati International Film Festival 2018.
- Worked as Web Coordinator in the Brahmaputra Literary Festival 2019.
- Supported and assisted in the Guwahati International Children Film Festival (GICFF) 2019.
- Supported and assisted in the Guwahati International Doumentary, Short, Animation Film Festival (GIDSAFF) 2019.
- Testing the networking tools and finding, report the bugs and recommend the enhancement.
- Resolving the customer quires and providing the tool information.
- Writing script in tool to test the network device.
- Meet performance targets as defined in the SOW, such as Days to Solution (DTS), Days to Closure (DTC) along with tracking First Call Resolution (FCR).
- L1 troubleshooting of SOHO Netgear Routers
- Provide support to US and UK customers by remote in to their machine to diagnose Network related issue.
- Maintain the Customer satisfaction and continuous service delivery improvement.
- Meet first call resolution target which was 75% MTD of the total ticket volume.
- Manage and maintain a knowledge base of all the reported issue with Trouble shooting steps and relate to the problem ticket if identified any.
- Arrange a daily stand up meeting with counter parts of US and UK to discuss all day to day task.
- Coordinate with the resolver groups for all routed tickets for resolution or work around.