Technical Support Engineer

Smartstation; India; On-site; INR 600,000 - 900,000; Full time

Job summary

Smart Station is seeking a hands-on Technical Support Engineer to deliver Tier 1 and 2 technical assistance for channel partners, distributors, and end users in the ICT hardware domain. You will diagnose hardware, software, OS issues and provide remote and on-site support to ensure uptime.

You'll collaborate with product development and QA, create guides and FAQs, and share insights to improve reliability. Travel to client sites within the region is expected.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Electronics Engineering, or a related field.
• 3+ years of experience in technical support or systems engineering within the ICT hardware industry (Thin Client, Mini PC, OPS, AI PC).
• Strong analytical troubleshooting, problem-solving, and customer-facing communication skills.

Responsibilities

• Provide Tier 1 and Tier 2 technical support to channel partners, distributors, and end-users via email, phone, and remote tools.
• Diagnose, troubleshoot, and resolve hardware, software, and OS-related issues for deployed systems.
• Conduct product demonstrations, technical training, and PoC setups for clients and sales teams.
• Collaborate with product development and QA teams to escalate and resolve complex technical bugs.
• Maintain strong customer relationships by ensuring timely resolution of technical issues and minimizing downtime.
• Prepare technical documentation, FAQs, troubleshooting guides, and support reports.

Skills

Analytical troubleshooting

Problem-solving

Customer-facing communication

Education

Bachelor’s degree in Computer Science, Information Technology, Electronics Engineering, or a related field

Tools

Ticketing systems

Remote support tools

Diagnostic utilities

Job description

We’re looking for a dynamic Technical Support Engineer to provide exceptional technical assistance, troubleshoot hardware and software issues, and ensure our partners and clients receive top‑tier support.

If you thrive in the ICT hardware industry, love solving complex technical puzzles, and have a passion for delivering excellent customer service, this is the perfect opportunity for you!

Provide Tier 1 and Tier 2 technical support to channel partners, distributors, and end-users via email, phone, and remote desktop tools.

Diagnose, troubleshoot, and resolve hardware, software, and OS-related issues for deployed systems.

Conduct product demonstrations, technical training, and proof-of-concept (PoC) setups for clients and sales teams.

Collaborate closely with product development and QA teams to escalate and resolve complex technical bugs.

Maintain strong customer relationships by ensuring timely resolution of technical issues and minimizing downtime.

Provide valuable technical insights and product feedback to enhance product reliability and performance.

Prepare technical documentation, FAQs, troubleshooting guides, and support reports.

Stay ahead of industry trends, firmware updates, and emerging ICT hardware technologies.

What We’re Looking For:

Education

Bachelor’s degree in Computer Science, Information Technology, Electronics Engineering, or a related field.

Experience

3+ years of experience in technical support or systems engineering within the Thin Client, Mini PC, OPS, AI PC, and ICT industry.

Skills

Strong analytical troubleshooting, problem-solving, and customer-facing communication skills.

Tech Savvy

Deep knowledge of ICT hardware solutions, architecture, Windows/Linux OS deployment, and networking protocols.

Ability to diagnose issues independently, manage multiple support tickets simultaneously, and take ownership of customer problems.

Tools

Proficiency with ticketing systems, remote support tools, and diagnostic utilities.

Travel

Willingness to travel to client sites within the region for on‑site deployment, critical troubleshooting when necessary.