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1

support engineer

  • 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.
2

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.
3

support engineer

  • 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.
4

support engineer

  • 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).
5

support engineer

  • 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.