Technical Support Engineer

Overview

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. The technical Support Engineer's responsibilities include resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

Responsibilities:-

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
• Hands-on experience with Windows/Linux/Mac OS environments.
• Acknowledge an incident and track tickets until successfully resolved.
• Do log analysis and data analysis to understand the problem and find the root cause.
• Proactive monitoring of systems and communication with customers regarding any variance in service levels.
• Gather and analyze information about the user’s issue and determine the best way to resolve their problem.
• Log, categorize, prioritize, track, and route incidents reported by users or alarms raised by monitoring tools.
• Ultimately, you will be a person our customer's trust. They will rely on you to provide timely and accurate solutions to their technical problems.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop applications and help desk software.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Experience 1 year in offshore voice and chat technical support.
• Technical Skills Basic software/hardware troubleshooting; API knowledge.
• Customer Service Strong communication and customer-focused approach.
• Problem-Solving Analytical skills for effective issue resolution.
• Support Tools: Proficient in Salesforce, Jira and Zoom.
• Documentation: Ability to maintain clear technical documentation.
• Collaboration: Strong team player.
• Adaptability: Willingness to learn new technologies.
• Shift - Willing to work in permanent night shifts.

Job Type: Full-time

Shift:

• Night shift

Work Days:

• Monday to Friday

Experience:

• Technical support: 1 year (Required)
• International voice process: 1 year (Required)

Shift availability:

• Night Shift (Required)

Work Location: In person