It Support Engineer

Everest Fleet; Kolkata District; On-site; INR 350,000 - 550,000; Full time

Job summary

Everest Fleet is seeking a Technical Support Engineer in Kolkata to provide expert help through tickets, calls, and emails. You will diagnose software, hardware, and network issues, and deliver remote or on-site support as needed.

The role emphasizes documentation, knowledge-base development, and collaboration with product teams to ensure high customer satisfaction and quality assurance.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering, or related field.
• 2+ years of experience in technical IT support or similar role.
• Proficiency with troubleshooting tools and remote support software.
• Knowledge of Windows, Linux, and MacOS; familiarity with networking concepts.
• Strong communication and customer service skills.

Responsibilities

• Respond to support tickets, emails, and phone calls to provide technical assistance.
• Diagnose and troubleshoot software, hardware, and network issues following standard procedures.
• Provide remote or on-site technical support as necessary.
• Document and track issues in the ticketing system and escalate when needed.
• Communicate solutions clearly and educate customers on best practices.
• Create and maintain technical documentation and knowledge base articles.
• Collaborate with development teams for testing and QA.
• Track metrics like response time and customer satisfaction.

Skills

Troubleshooting

Remote support

Communication

Customer service

Networking basics

Education

Bachelor's degree in Computer Science, IT, or Engineering

Tools

Ticketing system

Remote support software

Windows

Linux

MacOS

Job description

Role & responsibilities

Technical Support and Troubleshooting

• Respond to support tickets, emails, and phone calls to provide technical assistance to clients.
• Diagnose and troubleshoot software, hardware, and network-related issues, following standard procedures.
• Provide remote or on-site technical support as necessary to resolve client issues effectively.

Incident Management and Escalation

• Document and track reported issues in the ticketing system, ensuring all details are accurate and up to date.
• Escalate complex technical issues to higher-level support or development teams as required.
• Follow up on unresolved issues and ensure customers receive timely updates.

Customer Relationship and Communication

• Communicate clearly with clients, providing instructions and explaining solutions in a user-friendly manner.
• Build positive relationships with clients to ensure high levels of customer satisfaction and retention.
• Educate customers on product features, best practices, and preventive measures to reduce future issues.

Documentation and Knowledge Base Management

• Create, update, and maintain technical documentation, including troubleshooting guides, FAQs, and knowledge base articles.
• Contribute to the development of a comprehensive knowledge base to enhance self-service support for clients.
• Record common issues and solutions to improve the efficiency and consistency of the support process.

Product Testing and Quality Assurance

• Collaborate with development teams to test and validate new products, updates, and patches.
• Report and document bugs, performance issues, and potential improvements for product development teams.
• Participate in release testing to ensure compatibility and functionality of new features.

Continuous Improvement and Training

• Stay current with product updates, industry trends, and best practices in technical support.
• Participate in training sessions and workshops to improve technical skills and product knowledge.
• Provide feedback to development and product teams on recurring issues and areas for improvement.

Reporting and Analytics

• Track support metrics, including response time, resolution time, and customer satisfaction scores.
• Generate reports on support activities, trends, and performance for management review.
• Analyze support data to identify opportunities for process improvements and proactive issue resolution.

Preferred candidate profile

• Bachelors degree in Computer Science, Information Technology, Engineering, or a related field.
• 2+ years of experience in technical support, IT support, or a similar role.
• Proficiency with troubleshooting tools and remote support software.
• Knowledge of operating systems (e.g., Windows, Linux, MacOS) and networking concepts.
• Strong communication and customer service skills.