Technical Support Engineer
AMD Telecom
Total years of experience :7 years, 1 Months
Oversee the onboarding process for new employees by granting access to company systems and providing
necessary hardware/software tailored to their roles.
Handle the offboarding process for former employees by revoking access to company systems and reclaiming
software/hardware assets.
Identify and troubleshoot technical issues, including account setup and network configuration, using ticketing systems
and responding to ad hoc Skype requests.
Address technical inquiries from employees, remotely guiding them on utilizing company systems and pinpointing software
and hardware issues by asking targeted questions.
Provide timely and precise feedback to employees via phone, email, or chat, ensuring their IT systems function correctly
after troubleshooting.
Adhere to standard procedures in escalating unresolved issues to the appropriate internal team.
Utilize internal databases or external resources to offer accurate technical solutions.
Document technical findings and integrate them into the Technical Support department's standard operating procedures.
Maintain and update the inventory of corporate assets, resolving network issues, formatting, backing up PCs, configuring
printers, and ensuring their proper operation.
Engage in impromptu technical support projects.
Manage the registration and deactivation process for new sender IDs requested by clients, collecting necessary
information and ensuring compliance with relevant regulations and policies.
Authenticate sender IDs to prevent misuse, spam, or fraudulent activities through manual reviews or automated checks.
Assist users with sender ID registration or issues encountered during the process by responding to queries, troubleshooting
problems, and guiding users through the steps.
Monitor sender ID usage to identify misuse or policy violations, taking necessary actions like suspending or revoking client
accounts for non-compliance or abuse.
Collaborate with internal teams, such as procurement and Account Managers, to align sender ID registration processes
with organizational objectives and regulatory requirements.
Address product-related issues like undelivered messages, connectivity problems, and bugs through various communication
channels like phone, email, tickets, and chat.
Monitor services through tools, alerts, and tickets, coordinating with SysAdmins as needed.
Adjusted technical support strategies to cater to varying customer experience levels. Identified and fixed technical hardware and software problems. Provided users with step-by-step guidance using predetermined scripts and technical troubleshooting procedures.
Addressing inquiries regarding their bill. Processing payments and refunds. Managing bill disputes and complaints.
Handle inbound billing calls and transfer them to the sales team.
nage payments, refunds, and orders processing. Manage payments, refunds, and orders processing.
Assisted users by providing step-by-step solutions according to set scripts and technical troubleshooting protocols. Identified and fixed technical hardware and software problems. Addressed issues with thermal printers.
Thesis