Technical Support Engineer ( English Speaking)

Act as level 1 escalation and engage the crisis management process if needed on that level
Work with management on team training plan
Work with management on service acceptance
Work with management on incident auditing for team members
Work on preparing Rosters for the team and handle changes through the month
Ensure incidents are allocated to the most appropriate next step as part of the incident flow process and perform technical escalations in line with company procedures
Liaise and refer issues to correct/relevant resolution entities and other vendors as appropriate
Build relationships with peer and management levels
Follow up on the team KPIs, and communicate to team members ways to improve it
Owns the chronic and complex problems/incidents and drive those incidents for quick and efficient solution
Determination to process tasks according to predefined processes is essential
Provide technical assistance to the customer service management organization for the creation of the Root Cause analysis (RCA).
Lead communication in complex situations with internal and external stakeholders
Undertake any other reasonable task assigned by management

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