Technical Support Engineers are responsible for managing the workflow to resolution, what are the steps they follow in resolving a case?‎

The procedures involve the following:

1. Analyse whether the issue is with the product or the software.

2. Make sure all the concerned team are informed of the issue.

3. With the error messages or the symptoms, refer to the applicale trouble shooting procedures/SOPs.

4. With the result they acheive with the above steps, will develop the appropriate solutions.