About this Document

This document describes the Job Description for Ascent Graduates in S&R for Software Support
Job Summary

Ascent Graduate-Support is fresh hire from college, who will be getting trained via various development means to
become Support Engineers in a year’s time. He will undergo different training including On Job training most of
the time to understand technology and processes to become Support Engineer Eventually.
The Support Engineer is working to provide solutions to problems that have been reported by customers
according to established processes and contracted Service Level Agreements. The support Engineer has
product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of
technology evolution of product/domain. In case additional services are contracted with the customer the Support
engineer will also handle e.g., Pre-emptive and Software Update handling.
Related to Problem Management, Support Engineer is responsible for the implementation of preventive actions
and reporting results of implementation.

 Responsibility and Tasks

 Keep track of ongoing Customer service request and ensure that concern is being addressed with
the right priority
 Analyze and troubleshoot to Handle and provide support in critical and Emergency cases when
needed
 Interface and Interact with the relevant stockholders within organization and ensure the timely
progress on Customer service request for Critical/ Priority cases
 Available to handle customer technical queries all the time and ensure timely response
 Make constant efforts to be updated on relevant technical skills all the time
 Good Working Relationship with Customer and Working groups
 Take part in Operational review meetings as and when required
 Provide technical support to Service delivery Manager in all respect
 Participate and contribute during pre-sales engagement activities, if needed

Education Qualification & Years of Experience

 Education: BE/B Tech or equivalent

 Min years of experience: Fresh Graduate from Colleg