Graduate Engineer Trainee - Global Hardware Support

Job Responsibilities: Responsible for efficiently handling and resolving 1st level technical issues of GOR Products. Responsible for Sites remote monitoring Key KPIs and Matrices. No Ranger can exceed 30 min elapsed time i.e. Ranger stuck in Error, Processing, or any other task that falls under Alert Type 1 Send MLE snapshot before and at the end of the shift Coordinate with onsite engineers (managing the field) to help recover the rangers based on alerts in MLE dashboard. Ensure timely and effective action as per the decided workflow based on priority and severity for each ticket. Should ensure adherence to committed SLA's for each reported issue. Should follow ticketing SOP's and ensure tickets are being generated with all relevant technical details captured for every issue. Should follow internal escalation matrix basis severity and resolution time. Should ensure all relevant site-specific technical documentation as well as documentation regarding new product lines/or features are accurately captured from sites and shared with the team. Should support L3 Hardware lead in developing an eminently capable and technically competent team of engineers to provide dedicated support for the Regional/ Partners and Customers. Responsible for creating and monitoring hardware components across sites. Should develop a framework to predict potential/future failures and ensure requisite preventive measures are taken. Perform and provide counsel on diagnosing and repairing equipment and systems (both hardware and software) Ensure customer satisfaction through direct liaison with client representatives, customers and service recipients. Achievement, measurement and reporting of performance indicators and site service objectives. Report near misses, incidents and other opportunities for improvement. Show more Show less