Technical Support Engineer

Job Description:

Essential Job Functions:

• Taking ownership of customer issues reported and responding 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 refer 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.

Basic Qualifications:

• Should have attended regular school/college with 10+2+3 as a minimum qualification in any stream of subject
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Fresher or has 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 working rotational / night shifts