Head - Technical Support (10-15 yrs)

Salary : 15-30lpa

Job Description :

- Attend online meetings with clients to analyze, troubleshoot and diagnose hardware problems.

- Actively update, maintain and monitor all aspects of computer networks.

- Install and configure computer systems and applications, CCTV Cameras, Networks.

- Respond to enquiries and assist in troubleshooting and resolving challenges.

- Complete detailed reports listing requests to technical assistance steps taken to resolve them, and the specific dates/individuals involved.

- Assist management in creating training materials pertaining to troubleshooting and usage

- Act as the initial point of contact for all technical system-related concerns from clients or other employees.

- Actively involve in effective coordination with clients, technicians, internal\external stakeholders to complete ongoing and new technical projects in time.

- Should be able to resolve client escalations and reduce TAT for technical tickets raised by internal\external teams and to do regular follow-ups in a timely manner.

- Should coordinate with the operations team daily and keep all the client sites up and smooth for camera and transactions monitoring with a special attention to dedicated and critical client portfolios.

- Work on daily tasks\reports\projects as delegated by Lead Technical Support and other internal and external stakeholders.

Requirements :

- Preferably an IT Graduate with 10+ years of working experience.

- Industry-specific certification in relevant computer, networking required.

- Proven experience in a heavy customer focus position involving and technical knowledge of products and services.

- Excellent negotiation skills required to deal with technicians and clients to keep the installation and maintenance costs low.

- Keep himself abreast with the existing and latest tools, hardwares and technologies in the areas of remote networking, configuration, installations, POS & Surveillance industry domain.

- Comfortable working in and assisting others through company help desk software, in addition to other remote access desktop programs.

- Extensive experience working with different operating systems.

- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.

- Ability to prioritize and manage several milestones and projects efficiently.

- Professional written and interpersonal skills are essential when communicating with customers and clients.

- Experience installing and configuring computer systems and applications for a large company.

- Accept constructive criticism and customer feedback regarding their experience with software, hardware and IT services.

Major Skills : Remote Networking, Routers Configuration, Port Forwarding, CCTV\DVR Installations, Managing Wifi Devices, POS Configuration, Remote Installations, Troubleshooting

Good communication skills and should be able to interact with technician\engineers\clients in USA