Hyderabad, Telangana, India
Information Technology
Full-Time
Xpetize
Overview
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
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.
- 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.
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