Software Support Executive

Khodke Cloud Solutions; Pune District; On-site; INR 300,000 - 600,000; Full time

Job summary

Khodke Cloud Solutions is seeking a Technical Support Engineer in Pune. This role involves diagnosing and troubleshooting software and hardware issues, assisting customers with configurations, and providing timely solutions to technical problems. The ideal candidate will have 1-5 years of relevant experience, hands-on knowledge of Windows, Android, and iOS environments, and excellent communication skills. Qualified applicants will hold a Bachelor's degree in IT or Computer Science. This is a full-time, permanent position in the IT-Software sector.

Qualifications

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, or IT Help Desk Technician.
• Hands-on experience with Windows, Android, and iOS environments.
• Good understanding of computer systems, mobile devices, and other tech products.

Responsibilities

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including setup and network configuration.
• Provide prompt and accurate feedback to customers.

Skills

Technical support experience

Troubleshooting skills

Communication skills

Problem-solving skills

Familiarity with remote desktop applications

Education

Bachelor degree in Information Technology or Computer Science

Tools

Help desk software

Microsoft technologies

Linux

Cisco

Job description

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers configure, install applications and programs.

Technical Support Engineer responsibilities include identify and resolving issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities:

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escape unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• 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 jovial relationships with clients

Requirements and skills:

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows, Android and IOS 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
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Bachelor degree in Information Technology, Computer Science or relevant field
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.

Industry Type: IT-Software / Software Services Sales

Employment Type: Permanent Job, Full Time

Job Location: Pune

Qualification: Any graduate

Experience: Relevant support experience of 1-5 yrs