Senior Technical Support Engineer

Overview

JD for Senior Technical Support

Experience: 5-7 years

Responsibilities

• Research and identify solutions to software issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain good relationships with clients

Requirements

• Proven work experience as a Technical Support Executive, IT Help Desk Technician or similar role.
• Hands-on experience with Windows/Linux/Mac OS environments.
• Basic Knowledge of Cloud Platforms(AWS/Google)
• Good understanding of computer systems, mobile devices and other tech products
• SQL knowledge is a must.
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Zendesk)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science or relevant field.

Other criteria would be joining immediately or not more than 1 month of notice period.

Job Type: Full-time

Pay: From ₹60,000.00 per month

Benefits:

• Flexible schedule
• Food provided
• Paid sick time
• Paid time off
• Provident Fund
• Work from home

Shift:

• Night shift

Work Days:

• Monday to Friday

Ability to commute/relocate:

• Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• Technical support: 5 years (Required)

Language:

• English (Preferred)