Helpdesk Support Engineer

As a proactive and customer-oriented L1 Technical Support Engineer, your role involves being the first point of contact for clients facing technical issues. Your primary responsibilities include providing basic troubleshooting and support to ensure customer satisfaction and the smooth operation of IT systems. - Serve as the initial point of contact for customers via phone, email, or chat. - Diagnose and resolve basic technical issues promptly. - Provide accurate and timely information to customers regarding product features, usage, and best practices. - Identify and escalate complex issues to L2 support when necessary. - Track, log, and monitor issues in the ticketing system for timely resolution. - Maintain detailed records of customer interactions and resolutions. - Update and create support documentation and knowledge base articles. - Collaborate with team members to provide cohesive support. - Assist in training new L1 support staff. - Provide feedback on recurring issues to enhance processes and product functionality. - Participate in team meetings and training sessions to stay updated with new technologies and processes. Qualifications: - Education: Associate or bachelor's degree/Diploma in computer science, Information Technology, or related field preferred. - Experience: 1-2 years in a technical support role or similar position. - Technical Skills: Basic understanding of Networking Concepts, Operating Systems (Windows, macOS, Linux), Cloud services management, Biomatrix, EPABX, Windows Servers, NAS or Storage Devices, Microsoft Products, Computer Hardware, Firewalls, remote desktop applications, and help desk software. - Soft Skills: Excellent communication, problem-solving, attention to detail, ability to work independently and as part of a team, and a customer-focused attitude. Preferred Qualifications: - Certification in relevant technologies is a plus. - Experience with software or hardware relevant to the company's operations. - Multilingual abilities for supporting a diverse customer base. The job offers competitive salary and benefits, opportunities for professional growth, career advancement, and training programs. It is a full-time position with benefits like leave encashment, paid sick time, and paid time off. The working conditions include a fast-paced environment, shift work, and flexibility in working hours, including weekends and holidays if necessary.,