RAW Cheif

Keka Inc.; Ahmedabad District; On-site; INR 350,000 - 520,000; Full time

Job summary

Keka Inc. is seeking a Technical Support Engineer to provide enterprise-level support to customers in Ahmedabad and across India.

You will research, diagnose, troubleshoot, and resolve complex issues while maintaining clear documentation and timely communication with clients. Responsibilities include prioritizing workflow, resolving network-related issues, guiding users through step-by-step solutions, and contributing to knowledge bases.

Qualifications

• Proven work experience as a Technical Support Engineer or similar role.
• Hands-on experience with Windows, Linux and Mac OS environments.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop and help desk software like Zendesk.
• Excellent problem-solving and communication skills.
• Additional certifications are a plus.

Responsibilities

• Prioritize and manage the workflow along with resolving issues related to the network.
• Diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion.
• Design computer systems to meet requirements of the organization or clients.
• Possess the ability to learn and work on changing and emerging technologies.
• First point of contact for clients for issues concerning their computer systems and equipment.
• Keep track of user's system issues until they are resolved by adhering to the agreed timelines.
• Resolve complex problems, interact with clients through phone, emails or chats and provide unambiguously written instructions or technical manuals.
• Follow standard procedures of their organizations to resolve issues by escalating them to the relevant internal departments.
• Provide accurate feedback to customers promptly.
• Ensure proper logging of all issues.
• Follow up with clients to make sure their computer systems are functioning properly after troubleshooting.
• Document technical knowledge in the knowledge database.
• Train people on how to use different types of systems.
• Monitor daily performance of technical systems.
• Help organizations deploy new software or hardware systems.

Skills

Windows

Linux

Mac OS

Remote support

Troubleshooting

Documentation

Communication

Problem solving

Phone/Email/Chat support

Hardware knowledge

Education

BS/BA in IT/CS

Bachelors/Masters in CS/SE/IT

Tools

Zendesk

Job description

We are looking for a technical support engineer who can provide enterprise-level support to customers. You should have the ability to research, diagnose, troubleshoot, and resolve the issues to the clients’ satisfaction.

Your responsibilities:

• Prioritize and manage the workflow along with resolving issues related to the network
• Diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion
• Design computer systems to meet requirements of the organization or clients.
• Possess the ability to learn and work on changing and emerging technologies.
• First point of contact for clients for issues concerning their computer systems and equipment.
• Keep track of user's system issues until they are resolved by adhering to the agreed timelines.
• Resolve complex problems, interact with clients through phone, emails or chats and provide unambiguously written instructions or technical manuals.
• Follow standard procedures of their organizations to resolve issues by escalating them to the relevant internal departments.
• Provide accurate feedback to customers promptly.

Ensure proper logging of all issues.

• Follow up with clients to make sure their computer systems are functioning properly after troubleshooting.
• Document technical knowledge in the knowledge database.
• Train people on how to use different types of systems.
• Monitor daily performance of technical systems.
• Help organizations deploy new software or hardware systems.

Skill sets/Experience we require:

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• 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
• Bachelors/Masters in Computer Science, Software Engineering, Information Technology or any other related discipline
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus