Support Engineer

Kran Consulting Pvt. Ltd; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Kran Consulting Pvt. Ltd is seeking a proactive Support Engineer with 0-2 years of experience to handle demos, trainings, and customer support. You will document processes, collaborate with teams, and assist in defining acceptance tests for IT systems. Strong communication in English and Hindi is required; Marathi is a plus.

You will engage with customers via multiple channels, troubleshoot technical issues, and contribute to knowledge bases while maintaining strong stakeholder relationships.

Qualifications

• Bachelor's degree in Information Technology, Computer Science or relevant field.
• Proficient in Windows/Linux/Mac OS environments.
• Strong problem solving and communication skills.
• Fluent English and Hindi; Marathi a plus.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone, email or in person.
• Document business processes and collaborate with the team.
• Provide holistic solutions addressing customer challenges.
• Help define user acceptance tests for new or improved processes and IT systems.
• Analyze derived requirements to meet customer requests.
• Participate in stakeholder meetings and present issues and solutions verbally and in writing.
• Be tech-savvy with knowledge of office automation products and databases (RDBMS preferred).
• Understand computer systems, mobile devices and other tech products.
• Take ownership of issues and drive resolution.
• Ask targeted questions to identify root causes quickly.
• Follow standard escalation procedures to internal teams.
• Track issues through to resolution within agreed time limits.
• Elevate unresolved issues to software developers when needed.
• Provide prompt and accurate feedback to customers.
• Ensure all issues are properly logged and documented.
• Prioritize and manage several open issues simultaneously.
• Follow up to ensure IT systems are fully functional after troubleshooting.
• Prepare timely reports and maintain technical knowledge notes.

Skills

Windows/Linux/Mac OS

Troubleshooting

English & Hindi

Customer care

Documentation

Stakeholder management

Marathi language (plus)

Education

Bachelor's degree in IT/CS or relevant field

Tools

Office tools & databases

Job description

We are looking for smart and committed individuals for the role of Support Engineer. As a Support Engineer you will be responsible for providing demonstrations, trainings, support, stakeholder management, requirement gathering and related activities.

Experience: 0-2 years

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email or in person.
• Collaborating with the team to effectively document business processes
• Assist in providing holistic solutions that address the challenges faced by the customer
• Assist the stakeholders to define user acceptance tests for new or improved business processes and IT systems.
• Checking and analysing derived requirements that meet the customers' requests
• Take part in meetings with stakeholders and assist in presenting issues and solutions both verbally and in writing
• Tech savvy with working knowledge of office automation products, databases (RDBMS preferred) and IT related terms.
• Good understanding of computer systems, mobile devices and other tech products.
• An in-depth understanding of the software and equipment used by the customers/ organization.
• Taking ownership of customer issues reported and seeing problems through to resolution
• Ask customers targeted questions to quickly understand the root of the problem
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Track reported issues through to resolution, within agreed time limits
• Properly elevate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• 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 good relationships with internal team and client-side stakeholders
• Ensuring that the appropriate documents, manuals, etc., are up to date and readily available

Qualifications & Skills:

• Bachelor's degree in Information Technology, Computer Science or relevant field
• Knowledge using Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Ability to provide step-by-step technical help, both written and verbal
• Language proficiency in English and Hindi
• Proficiency in Marathi language is a plus
• Logical thinker and ability to deal with difficult stakeholders
• Good interpersonal and Customer care skills
• Excellent problem-solving and communication skills