Support Engineer

Responsibilities:

· Serve as the first point of contact for customers seeking technical assistance over the phone or email or in person.

· Collaborating with the team to effectively document business processes

· Assist in providing holistic solutions that address the challenges faced by the customer

· Assist the stakeholders to define user acceptance tests for new or improved business processes and IT systems.

· Checking and analysing derived requirements that meet the customers’ requests

· Take part in meetings with stakeholders and assist in presenting issues and solutions both verbally and in writing

· Tech savvy with working knowledge of office automation products, databases (RDBMS preferred) and IT related terms.

· Good understanding of computer systems, mobile devices and other tech products.

· An in-depth understanding of the software and equipment used by the customers/ organization.

· Taking ownership of customer issues reported and seeing problems through to resolution

· Ask customers targeted questions to quickly understand the root of the problem

· Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

· Track reported issues through to resolution, within agreed time limits

· Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

· Provide prompt and accurate feedback to customers

· Ensure all issues are properly logged

· Prioritize and manage several open issues at one time

· Follow up with clients to ensure their IT systems are fully functional after troubleshooting

· Prepare accurate and timely reports

· Document technical knowledge in the form of notes and manuals

· Maintain good relationships with internal team and client-side stakeholders

· Ensuring that the appropriate documents, manuals, etc., are up to date and readily available

Qualifications & Skills:

· Bachelor’s degree in Information Technology, Computer Science or relevant field

· Knowledge using Windows/Linux/Mac OS environments

· Good understanding of computer systems, mobile devices and other tech products

· Ability to diagnose and troubleshoot basic technical issues

· Ability to provide step-by-step technical help, both written and verbal

· Language proficiency in English and Hindi

· Proficiency in Marathi language is a plus

· Logical thinker and ability to deal with difficult stakeholders

· Good interpersonal and Customer care skills

· Excellent problem-solving and communication skills

Pay: ₹355,000.00 - ₹550,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Work Location: In person