Technical Support Engineer (4-6 yrs)

About the Role :

We are looking for a skilled and experienced Technical Support Engineer to join our team.

The ideal candidate will have over four years of experience in providing high-quality technical support, resolving complex issues, and ensuring excellent service to our customers.

This role requires a proactive problem-solver with strong communication skills, technical knowledge, and a commitment to continuous learning and improvement.

Key Responsibilities :

- Customer Support : Provide prompt, accurate, and courteous technical support via phone, email, and chat to troubleshoot and resolve issues.

- Issue Diagnosis and Resolution : Identify and analyze the root cause of problems, and provide effective solutions to resolve software, hardware, or network-related issues.

- Product Knowledge : Develop an in-depth understanding of the company's products, services, and technology to assist customers effectively.

- Escalation Management : Collaborate with cross-functional teams, escalating issues when necessary to ensure timely resolution.

- Documentation : Maintain accurate and detailed records of customer interactions and issues in the ticketing system, including troubleshooting steps and resolutions.

- Continuous Improvement : Actively participate in training sessions, knowledge-sharing activities, and process improvements to enhance team efficiency.

- Customer Education : Guide customers on best practices, preventive measures, and product features to enhance their experience and usage.

- Reporting : Generate regular reports on technical support metrics, common issues, and resolution times to improve service standards.

Key Qualifications :

Experience : 4+ years of experience in a technical support or similar role.

Technical Proficiency :

- Operating Systems : Familiarity with Windows, macOS, and Linux.

- Networking : Knowledge of basic networking concepts (e., TCP/IP, DNS, VPN).

- Software/Hardware Troubleshooting : Proficiency in diagnosing and resolving issues related to software applications, hardware, and devices.

- Databases : Basic knowledge of databases and SQL queries.

- Cloud Services (Optional) : Familiarity with cloud platforms (AWS, Azure, Google Cloud) is a plus.

- Tools : Experience with ticketing systems (e. , Zendesk, ServiceNow) and remote support tools.

- Problem-Solving : Strong analytical and troubleshooting skills with the ability to think critically.

- Communication : Excellent verbal and written communication skills to effectively interact with customers and internal teams.

- Adaptability : Ability to work in a fast-paced, dynamic environment with shifting priorities.

- Certifications : Relevant certifications (e., CompTIA A+, Microsoft Certified: Azure Fundamentals, ITIL) are a plus.

Preferred Skills :

- Customer-Centric Mindset : Passionate about delivering exceptional service and support.

- Project Management : Experience in managing or assisting with technical projects is advantageous.

- Technical Writing : Ability to create detailed and easy-to-understand support documentation.