Ensure cases are accurately investigated and ensure the cause and the symptom of problems are identified and resolved.
Analyzing and resolving complex product issues, using analytical or technical skills
Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines
Developing your own skills whilst also guiding, advising, and coaching both colleagues and customers on issue and problem resolution
Documenting solutions and producing written guidance on resolution steps following the Knowledge Centric Service (KCS) process.
Reporting issues and recommending process improvements to reduce/prevent incoming cases enabling our customers to focus on “experience first”
Capacity and performance management of environments
Follow Case Handling Standards expected
Follow & Use 5W2H Problem Solving Methodology
Follow & Use 5WHY Root Cause Methodology
Follow CRI Processes

Excellent problem-solving skills
Ability to work across global teams and working with different cultures across time zones.
Highly analytical
Excellent written and verbal communication skills
Demonstrable team working experience – working on joint projects or technical problems.
Experience with using UNIX is a plus, as it can be valuable in handling certain technical aspects of the role
Basic to Intermediate Programming Code Reading Capability
BTECH or Master’s Degree in Engineering or Computer Science

Environment Engineer – Technical Service

Key skills