Sr. Technical Support Engineer

HTIS Telecom Pvt Ltd; Mohali; On-site; INR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Health coverage

Paid time off

Travel opportunities

Job summary

HTIS Telecom Pvt Ltd is seeking a Senior Technical Support Engineer in Mohali to own complex technical incidents, guide the sales team during pre-sales, and coordinate with engineering and operations for rapid resolution. The role emphasizes customer satisfaction, precise communication, and incident management across hardware and network domains.

The ideal candidate has 5–8 years of experience in enterprise hardware and networking, with strong Linux/Windows Server troubleshooting abilities and a

Qualifications

• Bachelor’s degree in Computer Science, IT, or related engineering discipline (B.Tech preferred).
• 5–8 years of relevant technical support or field engineering experience with enterprise hardware and networking.
• Professional certifications preferred: CCNA/CCNP, ITIL Foundation, CompTIA Server+/A+, VMware Certified or equivalent.

Responsibilities

• Take ownership of technical issues from diagnosis through resolution, ensuring SLA compliance and clear customer communication.
• Perform on-site and remote hardware troubleshooting, installation, configuration, and preventive maintenance of networking and infrastructure equipment.
• Troubleshoot and resolve networking issues (TCP/IP, VLAN, VPN, routing, switching, firewalls) and coordinate with vendors as required.
• Act as primary technical point of contact for the sales team during pre-sales evaluations and post-sales handover.

Skills

Technical troubleshooting

Networking

Linux

Windows Server

Customer-facing

SLA compliance

Pre-sales support

Incident management

Scripting Bash/Python

Documentation

Education

Bachelor’s degree in Computer Science/IT or related engineering (B.Tech preferred)

Tools

CCNA/CCNP

ITIL Foundation

CompTIA Server+/A+

VMware

Job description

As a Senior Technical Support Engineer, you will be the technical face for customers and the sales organization, driving successful deployment, maintenance, and resolution of hardware and network issues. You will own complex technical incidents, work closely with sales, engineering, and operations teams, and ensure high customer satisfaction through timely delivery and clear communication. This role has a significant impact on customer retention, product adoption, and operational excellence.

Key Responsibilities

• Take ownership of technical issues from diagnosis through resolution, ensuring SLA compliance and clear customer communication.
• Perform on-site and remote hardware troubleshooting, installation, configuration, and preventive maintenance of networking and infrastructure equipment.
• Troubleshoot and resolve networking issues (TCP/IP, VLAN, VPN, routing, switching, firewalls) and coordinate with vendors as required.
• Act as primary technical point of contact for the sales team during pre-sales evaluations and post-sales handover.
• Manage incident escalation, perform root cause analysis, and implement corrective actions to prevent recurrence.
• Maintain accurate technical documentation, runbooks, and service reports for installs and incidents.
• Use and manage ticketing systems to track work, prioritize tasks, and report status to stakeholders.
• Train and mentor junior support engineers and contribute to knowledge base and process improvements.
• Coordinate with engineering for product defects, firmware updates, and field patches; validate fixes in customer environments.
• Core: Networking protocols (TCP/IP, DNS, DHCP), VLAN, VPN, routing & switching, firewalls.
• Hardware: enterprise switches, routers, access points, storage arrays, servers (rack-mounted, blade).
• Operating systems: Linux (CentOS/Ubuntu/RHEL) and Windows Server support and troubleshooting.
• Monitoring & management: SNMP, NetFlow, Prometheus, Nagios/Zabbix, network management tools.
• Tools: remote support tools, terminal access, serial console, packet capture (tcpdump/Wireshark).
• Service & ticketing: ServiceNow, Jira Service Desk or similar.
• Scripting & automation: Bash, Python (for diagnostics and automation).
• Optional / beneficial: basic exposure to cloud networking (AWS/Azure), firmware management and IoT/embedded device troubleshooting.
• Strong hands-on experience in hardware troubleshooting, installation, and maintenance of networking/infrastructure equipment.
• Deep understanding of networking fundamentals and common enterprise networking technologies.
• Proven experience in customer-facing technical roles with excellent verbal and written communication.
• Ability to perform systematic root cause analysis and create durable fixes.
• Comfortable working with ticketing systems and managing multiple concurrent incidents.
• Practical scripting skills (Bash/Python) to automate diagnostics and repeatable tasks.
• Good documentation habits and the ability to produce clear runbooks and service reports.
• Customer empathy, time management, and ability to work under pressure during critical incidents.
• Mentor and provide technical guidance to junior and mid-level support engineers.
• Lead incident response for major outages and coordinate cross-functional stakeholders.
• Drive continuous improvement of support processes, playbooks, and onboarding programs.
• Represent the support perspective in pre-sales and product discussions with sales and engineering teams.
• Contribute to hiring and training efforts for the support organization.

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, or related engineering discipline (B.Tech preferred).
• 5 to 8 years of relevant technical support or field engineering experience with enterprise hardware and networking.
• Professional certifications preferred: CCNA/CCNP, ITIL Foundation, CompTIA Server+/A+, VMware Certified or equivalent.

What We Offer

• Clear career growth paths and opportunities to move into technical leadership or product engineering roles.
• Support for learning and certifications to advance technical skills.
• Performance-based incentives and regular performance reviews.
• Standard professional benefits package including health coverage and paid time off.
• Collaborative, supportive team environment focused on knowledge sharing and continuous improvement.

Location & Work Arrangement

Role based in Mohali, Punjab.Full-time, on-site position with regular travel to customer sites as required.

Equal Opportunity Statement

We are an equal opportunity employer and welcome applications from candidates of diverse backgrounds and experiences. If you are passionate about solving technical challenges and delivering excellent customer outcomes, we encourage you to apply.