Support Engineer

Description :

Skills/Requirements :

- Bachelors degree in Information Technology, Computer Science or relevant field

- Knowledge using Windows/Linux/Mac OS environments

- Good understanding of computer systems, mobile devices and other tech products

- Ability to diagnose and troubleshoot basic technical issues

- Ability to provide step-by-step technical help, both written and verbal

- Language proficiency in English and Hindi

- Proficiency in Marathi language is a plus

- Logical thinker and ability to deal with difficult stakeholders

- Good interpersonal and Customer care skills

- Excellent problem-solving and communication skills

Responsibilities :

- Serve as the first point of contact for customers seeking technical assistance over the phone or email or in person.

- Collaborating with the team to effectively document business processes

- Assist in providing holistic solutions that address the challenges faced by the customer

- Assist the stakeholders to define user acceptance tests for new or improved business processes and IT systems.

- Checking and analysing derived requirements that meet the customers requests

- Take part in meetings with stakeholders and assist in presenting issues and solutions both verbally and in writing

- Tech savvy with working knowledge of office automation products, databases (RDBMS preferred) and IT related terms.

- Good understanding of computer systems, mobile devices and other tech products.

- An in-depth understanding of the software and equipment used by the customers/ organization.

- Taking ownership of customer issues reported and seeing problems through to resolution

- Ask customers targeted questions to quickly understand the root of the problem

- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

- Track reported issues through to resolution, within agreed time limits

- Properly escalate unresolved issues to appropriate internal teams (e. software developers)

- Provide prompt and accurate feedback to customers

- 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 internal team and client-side stakeholders

- Ensuring that the appropriate documents, manuals, etc. , are up to date and readily available