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Enterprise Support Specialist

2 weeks ago

Islamabad, Islamabad, Pakistan Evernex Full time

Job Description



The role of a Remote Technical Support Professional at Evernex involves providing top-notch technical support for enterprise-level server and storage equipment. Our team provides remote diagnostics, log analysis, and creates action plans for our field engineers to ensure timely resolution of customer issues.




  • Work on service calls opened by customers, gathering information and creating action plans to resolve hardware issues.
  • Collaborate with the dispatching team to prioritize and route service calls efficiently.
  • Create comprehensive Action Plans (utilizing existing libraries) outlining steps for Field Engineers to take, including required spare parts.
  • Ensure timely completion of diagnostics and Action Plan creation within 90 minutes of receiving relevant information or escalate to L3 teams as needed.
  • Provide remote assistance to Field Engineers in executing Action Plans and address any additional questions or concerns that may arise.
  • Interface with Operations and Accounting teams to guarantee client deliverables are met and invoiced accurately.
  • Foster strong relationships with Sales and Customers to validate customer requirements align with our services' scope and technical feasibility.
  • Stay updated on OEM guidance documents, operating instructions, and market trends related to enterprise IT.
  • Escalate to management and contribute to resolving service delivery issues as part of a global team.