Saras.ai (A unit of Neted Solutions India Pvt Ltd)

Overview The Technical Support Engineer serves as the first point of escalation for resolving technical issues, ranging from software glitches and hardware malfunctions to network problems. This role blends deep technical knowledge with strong communication skills to ensure effective customer experiences and system reliability. Primary Responsibilities Receive, analyze, and resolve customer issues related to software, hardware, and network systems via email, chat, or phone. Provide step-by-step guidance to customers, making complex technical concepts easy to understand. Troubleshoot and debug applications, operating systems, and connectivity issues; apply fixes or escalate as needed. Carefully document each case in helpdesk systems and contribute to knowledge bases. Collaborate with developers, QA, and product teams to investigate recurring issues and propose improvements. Continuously learn about new tools and technologies to enhance support capabilities Essential Skills & Qualifications Technical Skills Strong understanding of major operating systems - Windows, macOS, Linux and remote support tools Ability to diagnose issues spanning software, hardware, and network connectivity Experience with ticketing/helpdesk documentation systems Basic scripting, firewall and network configurations are often preferred. Soft Skills Excellent written and verbal communication-translating technical language into user-friendly guidance. Strong problem-solving and analytical skills; ability to manage time and prioritize Customer-oriented mindset with patience and empathy. Qualifications Bachelors degree in Computer Science, IT, or equivalent practical experience. Certifications like CompTIA A+, ITIL, or Microsoft support credentials are advantageous.