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Incedo
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Technical Support Engineer

Technical Support Engineer

Incedo

2 - 5 years

5 - 9 Lacs

Gurugram

Posted:3 hours ago| Platform:

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Skills Required

mac customer support technical support remote support troubleshooting network engineering dns networking network configuration system administration desktop engineering email support desktop support remote assistance dhcp

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Description :
As a Software Engineer - Voice/ chat / email Support at Incedo, you will be responsible for providing customer support to clients through various channels such as voice, chat, and email. Your duties will include handling customer inquiries and complaints, providing technical support, resolving issues in a timely and efficient manner, maintaining customer satisfaction, and adhering to service level agreements.

Roles & Responsibilities:
Responsible for solving customers technical queries and assist customers with Hardware and Software issues ? Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e. software, hardware and client specific applications). ? Diagnose and troubleshoot technical issues, including account setup and network configuration, password reset ? Provide remote support to customers using remote assistance tools ? Ask customers targeted questions to quickly understand the root of the problem ? Track computer system issues through to resolution, within agreed time limits ? Respond to incoming telephone calls, voicemail, web-submissions, emails and/or chat for assistance from users experiencing problems. ? Properly escalate unresolved issues to appropriate team. ? Strive to meet or exceed all SLA goals. ? Refer to internal database or external resources to provide accurate tech solutions.

Technical Skills :

Excellent problem solving & communication skills
? Ability to learn and apply technical information in a fast-paced, demanding work environment. ? Effective listening and probing skills. ? Ability to diagnose and troubleshoot basic technical issues ? Ability to provide step-by-step technical help, both written and verbal ? Hands-on experience with Windows/Mac OS environments ? Knowledge in Microsoft Office (i.e. Word, Excel, PowerPoint, Access) ? Good understanding of computer systems, mobile devices and other tech products ? Flexibility to accommodate Help Desks hours of operation, 24 hours a day, seven days-a-week, including holidays. ? Flexible and open to odd hour shifts i.e. US shift timings. ? Ability to handle a large call volume. ? Ability to multi-task.

Qualifications

BCA/ B.Sc Degree in IT or Computer Science from a reputed university.
Good to have internship experience in tech support & hands-on experience with Windows/Mac OS environments

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Technical Support Engineer