Technical Support Engineer – Rotational Shift

This is a fully remote position, open to applicants in India.

📋 Description

• Serves as a customer advocate, tasked with addressing customer inquiries both internally and externally.

• Responsible for managing customer incidents/requests for technical support via phone or electronically.

• Ensures timely collection of all necessary logs and backups upon ticket initiation.

• Diagnoses and resolves customer hardware and software problems.

• Takes ownership of primarily P1-P3 customer incidents until resolution, collaborating cross-functionally with other departments.

• Identifies customer challenges, devises solutions, or escalates to another department as needed.

• Provides remote technical support related to software and hardware challenges, including installation, troubleshooting, and configuration.

• Documents clear descriptions of customer issues and logs ongoing progress and resolutions throughout the ticket's lifecycle to keep customers informed.

• Manages incidents, ensuring regular updates and communication with customers, and escalates and follows up on incidents promptly.

• Proactively collaborates with clients to ensure system uptime and optimal functionality usage.

• Maintains a positive attitude towards customer service.

• Develops technical documentation, FAQs, and maintains a knowledge base.

• Stays current with industry technical knowledge.

• Actively engages in team meetings and provides training to team members as knowledge is gained.

• Leverages a network of relationships to gather and share information, build support, and gain buy-in to meet company objectives.

• Assists with larger team projects aimed at continuous improvement and takes the lead on smaller initiatives.

⛳️ Requirements

• Bachelor’s degree in engineering, computer engineering, networking, or a related IT field is preferred.

• High customer service attitude and aptitude.

• A minimum of 2-5 years of experience in troubleshooting networking, software, hardware, and communications technologies.

• Understanding and ability to execute SQL queries and commands.

• Experience with an Incident Management System.

• Strong knowledge of hardware and software components.

• Excellent time management skills.

• Strong understanding of Microsoft Windows and SQL servers.

• Experience in a technical support setting.

• Self-motivated with the ability to work independently.

🏝️ Benefits

• Competitive Salary

• Hybrid work culture

• Flexible work timings

• Family Group Medical Health Insurance / Group Accidental Insurance

• Leave encashments (Gross, not just base salary)

• Regular fun and sports activities / Birthday/Anniversary Celebrations

• Additional benefits such as Gratuity, PF/VPF, maternity leave, etc.