Fresher: Support Engineer

Join our innovative technology solutions team. Contribute to exceptional support services, ensuring our clients' smooth system and application operations. This role is an excellent opportunity for fresh graduates to gain valuable experience in technical support.

Responsibilities :

Provide first-line technical support to clients via phone, email, or chat, assisting with inquiries, troubleshooting issues, and resolving technical problems promptly and efficiently. Timely response to support tickets and service requests is crucial. Ensure Service Level Agreements (SLAs) are adhered to and consistently meet customer satisfaction standards. Diagnose hardware and software issues, perform root cause analysis, implement corrective actions or escalate to appropriate teams for resolution. Install, configure, and maintain software applications, operating systems, and network components according to client requirements and best practices. Document support interactions, solutions provided, and troubleshooting steps taken in the ticketing system, maintaining accurate records for future reference. Collaborate with internal teams, including developers, system administrators, and quality assurance engineers, to identify and resolve recurring issues and improve overall product quality. Stay updated with the latest technologies, industry trends, and product updates through self-learning and training sessions provided by the company. Adhere to company policies, procedures, and security protocols to ensure client systems and data confidentiality, integrity, and availability.

Requirements :

Strong problem-solving skills and analytical thinking, passionate about resolving technical issues and providing excellent customer service. Excellent communication and interpersonal skills, with the ability to communicate technical concepts clearly and concisely to non-technical users. Familiarity with troubleshooting tools and techniques for diagnosing hardware and software issues. Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and tasks effectively. Eagerness to quickly learn and adapt to new technologies, processes, and tools. A customer-oriented mindset committed to delivering high-quality support services and exceeding customer expectations. Strong attention to detail and a methodical approach to problem-solving and task management. Flexibility to work in shifts and participate in on-call rotations as required by the support team.