Associate Engineer

As an Associate Engineer - Technical Support, you will be responsible for providing technical assistance and support to ship/office staff and clients, ensuring the smooth functioning of IT hardware and software. You will work closely with users to troubleshoot, resolve issues, and maintain a knowledge base of common problems and solutions.

This role involves providing customer support via multiple channels such as phone, email, web, and WhatsApp, and occasionally requires travel or onsite visits to client locations, including vessels and offices.

Key Responsibilities:

• Product and Technical Support:
• Provide technical support related to products for ship/office staff.
• Troubleshoot hardware and software issues with IT systems, including printers, routers, and other peripherals.
• Assist users with technical queries through phone, web, WhatsApp, and email.
• Client Relationship Management:
• Maintain daily communication with clients, ensuring high levels of customer satisfaction.
• Manage end-user client relationships effectively and ensure timely resolution of issues.
• Troubleshooting and Problem Resolution:
• Update and manage problem tickets, ensuring proper documentation of issues and resolutions.
• Deploy applications and troubleshoot defects, offering known solutions to problems.
• Learning and Proficiency:
• Gain proficiency in advanced user configuration options and troubleshooting techniques.
• Continuously learn about the companys products and new technologies.
• Support Coverage:
• Provide 24/7 support coverage, working in alternating shifts (day, evening, and night).
• Occasionally travel or sail to provide onsite implementation support for client projects on vessels or office locations.
• Training and Demonstrations:
• Provide product training and demonstrations to international clients.

Key Skills Required:

• Technical Knowledge:
• In-depth knowledge of Windows operating systems and server administration.
• Understanding of the boot process, installation, restoration, and recovery of operating systems.
• Strong troubleshooting skills for software and hardware issues with various devices such as printers, routers, and other peripherals.
• Fundamental knowledge of networking and basic email protocols (POP/IMAP/SMTP).
• Familiarity with virtualization and cloud environments.
• Knowledge of MS SQL Server and web-based applications/architecture (certificates, IIS, Web Services) is a plus.
• Analytical and Troubleshooting Skills:
• Strong problem-solving and analytical skills with the ability to diagnose and resolve technical issues.
• Good understanding of backup and restore procedures.
• Customer Service & Communication Skills:
• Excellent interpersonal and client service skills, with the ability to work with diverse cultures and backgrounds.
• Ability to deliver solutions to clients while ensuring high customer satisfaction.
• Adaptability and Eagerness to Learn:
• Willingness to explore, learn, and adapt to new technologies and company products.
• Strong logical, reasoning, and analytical skills.

Qualifications:

• Education:
• BE/BTech/PG in Computer Science/IT or related fields (preferred).
• Experience:
• Freshers or candidates with up to 1 year of experience in technical support, IT, or related fields.
• Communication Skills:
• Excellent verbal and written communication skills in English.