Graduate Engineering Trainee -Technical Support

Role Overview:

As a Technical Support Engineer, you will be the frontline hero for our customers helping them resolve issues related to website management, hosting, and network protocols. This entry-level role offers an excellent opportunity to gain hands-on experience in web technologies, network troubleshooting, and customer support. You'll interact with domestic customers via live chat & Phone offering solutions and guidance in a fast-paced environment.

Required Qualifications:

• Education: BE, BTech, MCA, MTech, BCA, BSc Computers, MSc computers and BCOM with computers

• Skills:

o Strong multitasking skills

o Ability to think critically and troubleshoot effectively under pressure.

o Excellent typing skills and quick grasp of technical concepts.

o Knowledge of keyboard shortcuts and efficient computer usage.

o Excellent verbal and written communication skills to convey technical information clearly and concisely

o Patience, empathy, and a positive attitude when dealing with customers

o Willingness to learn, innovate, and take on challenges proactively

Key Responsibilities:

• Website Management:

o Gain knowledge on website creation using website builders, HTML, WordPress, MySQL, and PHP.

o Work with web hosting tools such as cPanel and WHM for website management.

• Domain and Email Handling:

o Manage domain registration, email configuration, FTP, SMTP, and UNIX file handling commands.

o Troubleshoot common web and email errors, including 404, 500 errors, email bounce backs, and DNS issues.

• Network Protocols:

o Learn and apply knowledge of network protocols, including IP addressing, DNS, ping, ipconfig, and tracert.

• Customer Interaction:

o Provide excellent customer service to domestic clients through Phone & Live chat enhancing your experience by quickly resolving technical issues.

o Upsell/cross sell services where appropriate, leveraging strong communication and product knowledge.

• Troubleshooting & Problem Solving:

o Develop and apply strong troubleshooting skills to resolve technical issues efficiently.

• Collaboration:

o Work closely with other departments, such as HPS and billing team, to escalate and resolve complex issues.

• Feedback Loop:

o Collect and relay customer feedback to help improve our products and services.

Career Progression:

This role offers a clear path for career advancement:

• Graduate Engineering trainee -> Junior Analyst -> Analyst ➔ Senior Analyst➔ Specialist➔ Team lead

• Alternative paths include Trainer, WFM analyst and other specialized roles.

• This job profile offers a comprehensive learning experience, blending technical knowledge with customer service, preparing you for a successful career in technical support and beyond.

Work Environment:

• Shifts: 9-hour shifts with rotational changes every month.

• Team: Work as part of a dynamic team in a supportive, growth-oriented environment.

• Supportive Culture: Join a team that values collaboration, innovation, and continuous improvement.

• Continuous Learning: Stay updated with the latest technology trends and product updates to provide the best support possible.

Why Join Us?

• Impactful Work: Make a real difference by helping customers solve their technical problems.

• Innovative Environment: Work with cutting-edge technology and be part of a forward-thinking company.

• Supportive Team: Join a team that values your contributions and supports your growth.

If you are passionate about technology and enjoy helping others, we would love to have you on our team as a Technical Support Engineer!