Technical Support Engineer

Overview

Job Title: Technical Support Assistant (Fire Safety ELV Systems)
Base Location: Ahmedabad

Position Overview:
We are seeking a dedicated and knowledgeable Technical Support Assistant to join our team. The role involves providing critical support for Fire Safety ELV Systems, ensuring the smooth operation of these systems by assisting customers, field technicians, and dealers with troubleshooting, product setup, and technical queries. The ideal candidate will have a solid understanding of fire safety technology, extra-low voltage systems, and be able to assist in resolving technical issues promptly and efficiently.

Key Responsibilities:

• Assist in providing technical support for customers, dealers, and field technicians through various channels, including phone, email, and remote tools.
• Troubleshoot and resolve issues related to Fire Safety ELV systems, including fire alarm systems, public address, CCTV, access control, and other low-voltage safety equipment.
• Guide customers and field technicians in system setup, installations, and configuration of ELV-based fire safety solutions.
• Work closely with the technical support team to ensure issues are resolved in a timely and efficient manner.
• Assist in conducting remote diagnostics and guide customers through troubleshooting and resolution steps for complex technical problems.
• Maintain technical documentation, such as troubleshooting guides, product manuals, knowledge base articles, and FAQs.
• Assist in the creation of training materials and support resources for customers, dealers, and internal teams.
• Accurately log and track customer interactions, technical issues, and resolutions in the ticketing system to ensure transparency and follow-up.
• Provide feedback on product performance and customer-reported issues to help improve product quality and customer satisfaction.
• Stay up-to-date with the latest industry standards and technological advancements related to fire safety and ELV systems.

Required Skills & Qualifications:

• Basic knowledge of Fire Safety ELV systems such as fire alarms, CCTV, access control, and public address systems.
• Understanding of network protocols, IP configurations, and how they apply to fire safety systems.
• Ability to perform remote diagnostics and guide users through system troubleshooting.
• Excellent communication skills with the ability to explain technical concepts to non-technical individuals.
• Customer-focused, with a commitment to delivering high-quality support.
• Strong problem-solving skills and the ability to troubleshoot and resolve technical issues in a timely manner.
• Ability to work well both independently and in a team environment.

Education & Experience:

• Required: Diploma or Bachelor's degree in Engineering, Electronics, Electrical, or a related technical field.
• Preferred: Some experience (0-1 year) in technical support, particularly in fire safety systems, security systems, or low-voltage electrical systems.

Additional Attributes:

• Detail-oriented, with the ability to follow processes and provide clear solutions to customers.
• Willingness to learn and adapt to new technologies and product offerings.
• Ability to work under pressure in a fast-paced, dynamic environment.

If you are eager to assist in resolving technical challenges, have an interest in fire safety technologies, and enjoy helping others, we invite you to apply!

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Ability to commute/relocate:

• Sola, Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Technical support: 1 year (Preferred)

Location:

• Sola, Ahmedabad, Gujarat (Preferred)

Work Location: In person

Application Deadline: 20/03/2025
Expected Start Date: 01/03/2025