Xpetize - Technical Support Engineer

Job Description

Job Title : Technical Support Engineer (24 Years Experience) Location : Triavndrum Job Type : Full-Time Experience : 2 to 4 years Industry : IT Services / Software / SaaS / Infrastructure Job Summary We are looking for a skilled and customer-focused Technical Support Engineer to join our team. The ideal candidate will have 24 years of experience in providing L1/L2 technical support, resolving software, hardware, or network-related issues, and ensuring a high level of customer satisfaction. Key Responsibilities Respond to customer queries and technical issues via phone, email, or chat in a timely and professional manner. Diagnose and troubleshoot software, hardware, network, or system issues (Windows/Linux/Mac environments). Provide Level 1/2 support and escalate unresolved issues to higher support tiers or engineering teams. Track, prioritize, and document all service requests, incidents, and change requests in the ticketing system (e.g., Jira, ServiceNow, Zendesk). Work closely with internal teams to replicate issues and provide detailed diagnostics. Guide customers through step-by-step solutions and create knowledge base articles. Monitor systems or applications to proactively identify potential issues. Maintain SLAs and ensure a high level of service delivery and customer satisfaction. Required Skills & Qualifications Bachelor's degree in Computer Science, Information Technology, or related field. 24 years of experience in a technical support/helpdesk role. Hands-on experience with : Windows, macOS, or Linux OS Networking concepts (IP, DNS, DHCP, VPN, firewalls) Basic scripting knowledge (PowerShell, Bash, or Python a plus) Familiarity with remote desktop tools (e.g., TeamViewer, AnyDesk, Remote Desktop) Experience with ticketing tools like Jira, ServiceNow, Freshdesk, or Zendesk. Excellent problem-solving and communication skills. Ability to work in a fast-paced environment and manage multiple priorities. (ref:hirist.tech) Show more Show less