Technical Support Engineer

Role & responsibilities

aking ownership of customer issues reported and responding to customer inquiries to
ensure customer needs are met.• Assists customers in resolving technical problems by providing guidance regardingsoftware/hardware/application issues etc.• Researching, diagnosing, troubleshooting and identifying solutions to resolve systemissues and/or refers to more complex technical problems through a defined escalationprocess.• Follows up with customers to ensure that their inquiries are resolved within thecontracted or agreed upon time frame.• Logs and tracks inquiries using a ticketing tool and maintains history recordsincluding related problem documentation.• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Preferred candidate profile

Should have attended school/college (regular/correspondance) with 10+2+3 as
minimum qualification in any stream of subject, Diploma graduates - 10+2+3 yearsas minimum qualification.• Good understanding of computer systems, mobile devices and other tech products.• Ability to diagnose and troubleshoot basic technical issues.• Fresher or has a work experience as a Technical Support Engineer, Desktop SupportEngineer, IT Help Desk Technician or similar role.• Ability to provide step-by-step technical help, both written and verbal.• Experience with solving computer related problems.• Experience working with company escalation policy.Requirements and Skills• Interpersonal skills to interact with customers and team members.• Excellent problem-solving and communication skills with fluent spoken English andgood thought flow.• Organization skills to balance and prioritize work.• Ability to work in a team environment.