Associate Engineer

CBTS; Chennai District; On-site; INR 350,000 - 520,000; Full time

Job summary

CBTS in Chennai is seeking an entry-level support specialist to provide first-level technical help to internal and external customers, handling calls, emails, chats, and tickets. You will log incidents, perform initial troubleshooting, and manage tickets with clear documentation. A 24x7 shift pattern is required.

Responsibilities include monitoring alerts, escalating issues per guidelines, and maintaining awareness of ongoing incidents through updates to stakeholders and proper handovers.

Qualifications

• 0-1 year of experience in technical support or helpdesk.
• Strong communication skills and customer-focused mindset.
• Willingness to work in a 24x7 shift environment.

Responsibilities

• Provide first-level technical support via phone, email, chat, and ticketing systems.
• Log incidents and service requests with complete, accurate details.
• Perform initial troubleshooting for common hardware, software, network, and app issues.
• Monitor alerts and escalate to Level 2/3 per procedures.
• Follow SOPs and document actions, outcomes, and updates in the ticketing system.

Skills

Customer service

Communication

Problem solving

Tools

Ticketing systems

Monitoring tools

Job description

0-1 Experience

24x7 Support

• Provide first-level technical support to internal and external customers through phone, email, chat, and ticketing systems.
• Handle inbound customer calls professionally and ensure appropriate logging and documentation of incidents and service requests.
• Create, update, categorize, prioritize, and manage tickets in accordance with defined processes and procedures.
• Perform initial troubleshooting for common hardware, software, network, connectivity, and application-related issues.
• Monitor infrastructure, network, and application alerts using monitoring tools and respond according to established procedures.
• Perform initial analysis and validation of alerts before escalating to the appropriate resolver teams.
• Identify potential service-impacting issues and follow the defined escalation and incident management process.
• Coordinate with internal support teams, engineers, vendors, and other stakeholders to ensure timely resolution of incidents.
• Maintain ownership of assigned tickets and follow up until resolution or appropriate handover.
• Provide timely and accurate updates to customers and internal stakeholders.
• Follow established SOPs, knowledge articles, runbooks, escalation matrices, and troubleshooting procedures.
• Accurately document troubleshooting activities, customer interactions, actions taken, and resolution details in the ticketing system.
• Escalate complex or unresolved issues to Level 2/Level 3 support teams within defined timelines.
• Support queue monitoring and workload management to ensure tickets and alerts are addressed within SLA.
• Participate in shift handovers and ensure proper communication of pending issues and ongoing incidents.
• Assist with identifying recurring issues and contribute to knowledge base documentation and process improvements.
• Follow all information security, compliance, operational, and customer communication guidelines.
• Be willing to work in a 24x7 rotational shift environment, including nights, weekends, and holidays, based on business requirements.