Technical Support Engineer

Role & responsibilities

Taking ownership of customer issues reported and responds to customer inquiries to

ensure customer needs are met.

• Assists customers in resolving technical problems by providing guidance regarding

software/hardware/application issues etc.

• Researching, diagnosing, troubleshooting and identifying solutions to resolve system

issues and/or refers more complex technical problems through a defined escalation

process.

• Follows up with customers to ensure that their inquiries are resolved within the

contracted or agreed upon time frame.

• Logs and tracks inquiries using a ticketing tool and maintains history records

including related problem documentation.

• Identifies, evaluates, and prioritizes customer problems and complaints to ensure

that inquiries are resolved appropriately.

Preferred candidate profile

Basic Qualifications

• Should have attended school/college (regular/correspondence) with 10+2+3 as

minimum qualification in any stream of subject, Diploma graduates - 10+2+3 years

as minimum qualification.

• Good understanding of computer systems, mobile devices and other tech products.

• Ability to diagnose and troubleshoot basic technical issues.

• Fresher or has a work experience as a Technical Support Engineer, Desktop Support

Engineer, IT Help Desk Technician or similar role.

• Ability to provide step-by-step technical help, both written and verbal.

• Experience with solving computer related problems.

• Experience working with company escalation policy.

Requirements and Skills

• Interpersonal skills to interact with customers and team members.

• Excellent problem-solving and communication skills with fluent spoken English and

good thought flow.

• Organization skills to balance and prioritize work.

• Ability to work in a team environment.

Work Environment

• Work from Office is mandatory

• This job role requires to work in rotational / night shifts.