System Engineer

• Provide technical assistance on customer service requests (Customer Incidents, Change Requests, Request for Information) via customer support portal, phone, email, and/or onsite assistance.
• Technical assistance includes expertise, advice to customers, management of customer issues within the assigned product families, and the follow-up of issue resolution.
• Ensure intake of internal and/or external service requests. categorize and submit customer incidents, change requests, and request information through the customer support portal.
• Ensure assignation, investigation, diagnosis, restoration, follow-up of the resolution, and hand-over if necessary, escalating the issue to a higher Tier in accordance with procedures & guidelines.
• Take service request ownership, ensure monitoring, tracking, and ongoing client communication.
• Manage customer expectations throughout support service delivery within the assigned Tier.
• Configure and install products, systems, solutions, equipment for demo, training, sales, and/or support needs.
• Liaises with the Project Manager and escalates if necessary to ensure the project implementation.
• Participate in service interventions such as system upgrades, configuration changes, and preventive maintenance actions
• …

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