Job Title: Technical Support Engineer
Essential Job Functions
- Take ownership of customer issues, ensuring timely responses to inquiries and meeting customer needs.
- Assist customers with resolving technical issues related to software, hardware, and applications by offering guidance and troubleshooting support.
- Research, diagnose, and troubleshoot to identify solutions for system issues, escalating complex problems as needed through a defined escalation process.
- Follow up with customers to confirm that inquiries are resolved within the agreed-upon time frame.
- Use a ticketing system to log, track, and document customer inquiries and maintain a detailed history of issues.
- Identify, evaluate, and prioritize customer issues to ensure effective and timely resolution.
Basic Qualifications
- Minimum qualification: 10+2+3 education in any subject area from a regular school or college.
- Good understanding of computer systems, mobile devices, and related tech products.
- Ability to diagnose and troubleshoot basic technical issues.
- Experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role is an advantage.
- Capability to provide clear, step-by-step technical assistance in both written and verbal forms.
- Familiarity with computer-related issue resolution and experience with escalation policies.
Skills and Requirements
- Strong interpersonal skills to interact effectively with customers and team members.
- Excellent problem-solving abilities and communication skills with fluent spoken English.
- Organizational skills to prioritize and balance workload effectively.
- Ability to collaborate within a team environment.
Work Environment
- Work Location: Onsite work is mandatory.
- Shift Requirements: Rotational and night shifts are part of the job role.
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