Service Operations Engineer

Main responsabilities include:

• Ensure intake of internal and/or external service requests, categorize and submit customer incidents, change requests, and requests for information through the customer support system.
• Ensure assignation, investigation, diagnosis, restoration, follow-up of the resolution, and hand-over and if necessary, escalating incidents to a higher Tier in accordance with procedures & guidelines.
• Take service request ownership, ensure monitoring, tracking, and ongoing customer communication.
• Manage customer expectations throughout support service delivery within the assigned Tier.
• Provide customer support, advice, and technical incident resolution via phone, email, and/or onsite assistance.
• When applicable, configure and install products, systems, solutions, equipment for demo, training, and/or support needs.
• Participate in service interventions such as system upgrades, configuration changes, and preventive maintenance actions.
• …

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