Technical Support Engineer

Hilton Software Technologies; Hyderabad; On-site; INR 300,000 - 500,000; Full time

Job summary

A leading technology solutions company is seeking a Technical Support Engineer in Hyderabad. The role involves providing technical support to enterprise customers, troubleshooting issues, and maintaining client communication. Candidates should possess a Bachelor's degree in Electronics and Communication Engineering and have strong communication skills. Preferably, candidates with experience in embedded technology will be prioritized. The position offers a dynamic environment and opportunities for professional growth.

Qualifications

• 0-1 year of IT and/or Technical Support work experience (L1/L2).
• Excellent verbal and written communication skills.
• Hands-on experience with troubleshooting PC hardware and software issues.

Responsibilities

• Provide technical support to enterprise customers across multiple channels.
• Diagnose and troubleshoot customer technical issues efficiently.
• Funnel product improvement requests based on customer feedback.

Skills

Exceptional communication skills

Proactive personality

Problem-solving skills

Knowledge of communication protocols (I2C, SPI, CAN, USB)

Education

Bachelor's Degree in Electronics and Communication Engineering or equivalent

Master’s Degree in Electronics and Communication Engineering or equivalent

Tools

PC configurations

Embedded systems

Python programming

Job description

As a Technical Support Engineer, the candidate will work in a stimulating environment that is collaborations-paced and technically innovative. This role requires external-facing client communication, so the candidate will have a professional approach and will be comfortable working with customers across the globe and time zones. We require a go-getter proactive personality with exceptional communication skills.

Responsibility

• Provide Technical Support to Enterprise customers via web, email, online sessions, and other channels as required i.e. handling technical customer queries day-to-day.
• Perform problem determination to identify and isolate failure points including hardware, application, customer setup, and/or documentation.
• Take quick ownership of customer issues (as L1 support) and strive to achieve customer satisfaction/resolution quickly.
• Follow standard procedures for escalation of unresolved issues to the appropriate internal teams after accurate analysis and issue re-creation process.
• Research, diagnose, troubleshoot, and identify solutions to resolve non-standard customer issues.
• Funnel product improvement requests to the engineering development pipeline Drive the resolution to customer issues.
• Work with sales to effectively handle pre-sales questions, and as appropriate pass sales leads to the Sales team.

Requirements

• Requires 0-1 year of IT and/or technology work experience Or Technical Support work experience (L1/L2)
• Requires excellent communications skills and presentation skills with the ability to communicate effectively at all levels both within and outside the organization.
• Knowledge of communication protocols such as I2C, SPI, CAN, or USB is required.
• Prefer prior Embedded Technology Experience providing L1/L2 support.
• Good knowledge and hands on experience in PC (Personal Computer) configurations (both Software and Hardware) with methods of Troubleshooting.
• Prefer diverse Operating System experience including Windows, Mac OS X, and Linux OS.
• Bachelor's degree in Computer Science, Electronics Engineering, or a related field.
• Certification in Embedded Systems, Python programming, or IT support may be a plus.

Education & Qualifications

• Require a Bachelor's Degree in Electronics and Communication Engineering (or equivalent)
• Strongly prefer a Master’s Degree in Electronics and Communication Engineering (or equivalent)