Technical Support Engineer

As a Technical Support Engineer, you will be responsible for providing enterprise-level assistance to customers, diagnosing and troubleshooting software and hardware issues, assisting with installations, and resolving network problems. You will utilize various communication channels such as email, chat, and phone to address IT issues promptly and effectively. **Key Responsibilities:** - Proven work experience in technical support roles such as Technical Support Engineer, Desktop Support Engineer, or IT Help Desk Technician. - Hands-on experience with Windows, Linux, and Mac OS environments. - Acknowledge incidents, track tickets, and ensure successful resolution. - Perform log and data analysis to identify the root cause of issues. - Proactively monitor systems and communicate with customers about service level variances. - Gather and analyze user information to determine the best problem-solving approach. - Log, categorize, prioritize, track, and route incidents reported by users or monitoring tools. - Build trust with customers by delivering timely and accurate technical solutions. - Good understanding of computer systems, mobile devices, and tech products. - Ability to diagnose and troubleshoot basic technical problems. - Familiarity with remote desktop applications and help desk software. - Strong problem-solving and communication skills. - Provide step-by-step technical assistance through written and verbal communication. - Experience in offshore voice and chat technical support for at least 1 year. - Proficiency in basic software/hardware troubleshooting and API knowledge. - Strong customer service orientation and communication skills. - Analytical skills for effective issue resolution. - Proficient in support tools like Salesforce, Jira, and Zoom. - Ability to maintain clear technical documentation. - Strong team player with willingness to learn new technologies. - Willingness to work in permanent night shifts. The company follows a full-time job type with night shifts from Monday to Friday. The preferred work location is in person. *Note: No additional details about the company were mentioned in the job description.*,