Technical Support Engineer

Company Description:

Encardio Rite is a global leader in the Geotechnical and Infrastructure Health Monitoring industry for over five decades, supporting over a thousand global projects. From bridges and tunnels to dams and mines and from high-speed rail to construction sites, our Meta sensing philosophy has been instrumental in bringing safety to megastructures worldwide. Our promise to you does not stop at sensing—Meta, in Greek, means 'beyond.' We go beyond to provide you with data, expertise, and technology, ensuring unparalleled structural safety while keeping you in complete control, no matter where you are.

About the Role:

As a Technical Support Engineer at Encardio Rite, you will play a pivotal role in ensuring the seamless

functioning of our technical support services. Your responsibilities include diagno ing and resolving

software and hardware issues, delivering enterprise-level assistance to customers, and taking ownership of reported technical problems. In addition to providing front-end support to clients and colleagues, your role involves in-depth research, diagnosis, and identification of solutions for technical issues.

With proven technical skills, a customer-oriented approach, and the ability to adapt in a fast-paced environment, you will be an integral part of our PROQIO Support Department, contributing to the success of the team and the overall satisfaction.

Key Responsibilities:

·       Diagnose and troubleshoot software and hardware issues, providing enterprise-level assistance to customers for issue resolution.

·       Take ownership of reported customer issues, delivering timely and accurate solutions to resolve technical problems.

·       Provide front-end support to clients and colleagues in various departments, ensuring effective communication and problem-solving.

·       Research, diagnose, and identify solutions for technical issues, asking targeted questions to understand problem roots quickly.

·       Utilize email and chat applications for prompt responses to simple issues, and for complex problems, communicate via phone with clear, written instructions and technical manuals.

·       Follow standard procedures for escalating unresolved issues, referring to internal databases or external resources to provide accurate technical solutions.

·       Log and document all issues thoroughly, preparing accurate and timely reports, while documenting technical knowledge in the form of notes and manuals.

Key Deliverables:

·       Provide remote support, ensuring customer queries are resolved within specified SLA timelines.

·       Collaborate with cross-functional teams for product development and bug fixing.

·       Track and report response time, first-call resolution time, customer satisfaction ratings, and customer retention.

Qualifications:

·       B-Tech degree in Electronics and Communication.

·       Information Technology, Computer Science, or a relevant field.

Technical Skills:

·       Proven work experience as a Technical Support Engineer, IT Help Desk, or in a similar role.

·       Familiarity with remote desktop applications and help desk software (e.g., Freshdesk, Fresh Chat).

·       Ability to provide step-by-step technical help, both written and verbal, and diagnose/troubleshoot basic technical issues.

·       Customer-oriented approach, excellent problem-solving, and communication skills.

·       Knowledge of international languages like French and Spanish is a plus.

Soft Skills:

·       Quick learner with the ability to adapt/respond to different customer types.

·       Effective multitasking, prioritization, and time management skills. Flexible to work in shifts.

·       Ability to work under pressure and meet tight timelines.

Benefits:

·       Competitive salary and benefits package in a globally operating company.

·       Opportunities for professional growth and involvement in diverse projects.

·       Dynamic and collaborative work environment

Why You'll Love Working with Us:

Encardio offers a thriving environment where innovation and collaboration are essential. You'll be part of a diverse team shaping the future of infrastructure globally. Your work will directly contribute to some of the world's most ambitious and groundbreaking engineering projects.

Encardio is an equal-opportunity employer committed to diversity and inclusion.

How to Apply:

Please submit your CV and cover letter outlining your suitability for the role at

humanresources@encardio.com