Central Field Support Engineer

SVN SYSTECH INDIA; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

SVN SYSTECH INDIA in Mumbai seeks an experienced Technical Support specialist to assist customers with industrial automation systems, diagnosing issues remotely and coordinating with clients on deployment and logistics questions.

The role emphasizes quick problem-solving, documentation of interactions, and strict SLA adherence, with collaboration across teams and use of tools like TeamViewer to support customers effectively.

Qualifications

• 1–2 years of experience in technical support for industrial automation systems.
• Experience in remote troubleshooting using software platforms.
• Ability to manage multiple projects with minimal supervision.

Responsibilities

• Provide technical support to customers via remote troubleshooting, ensuring SLA compliance.
• Troubleshoot IT problems to identify root causes and implement fixes.
• Collaborate with cross-functional teams to resolve incidents promptly.
• Document incidents, steps taken, and resolutions for knowledge base.

Skills

Logistics processes

Independent working

Remote troubleshooting

Tools

TeamViewer

Job description

Roles and Responsibilities :

• Provide technical support to customers through remote troubleshooting, resolving issues related to hardware deployment, logistics, and SLA compliance.
• Troubleshoot complex IT problems using various tools and techniques to identify root causes and implement effective solutions.
• Collaborate with cross-functional teams to resolve customer complaints, ensuring timely resolution of incidents within agreed SLAs.
• Document all interactions with customers, including incident reports, troubleshooting steps, and resolutions.

Job Requirements :

• 1-2 years of experience in a similar role providing technical support for industrial automation systems.
• Strong understanding of logistics processes and ability to manage multiple projects simultaneously.
• Proficiency in remote troubleshooting techniques using various software platforms (e.g., TeamViewer).
• Ability to work independently with minimal supervision while maintaining high levels of productivity.