Job Description :
Research and identify solutions to Cadence tool software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask users / customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk Users/customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. Cadence Tool Support FAE/software developers)
Provide prompt and accurate feedback to User/customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with Users/customers to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals.
Maintain jovial relationships with Users/customers