Technical Support Engineer

Shashwath Solution; Pune District; On-site; INR 300,000 - 600,000; Full time

Job summary

Shashwath Solution is seeking an Experienced Technical Support Engineer to provide enterprise-level assistance to customers. You will diagnose and troubleshoot software and hardware problems and help install applications. Weekly 5 days working.

You will resolve network issues and configure operating systems using remote desktop to provide immediate support. Responsibilities include researching solutions, guiding clients through steps, logging issues, and escalating complex problems to developers

Qualifications

• BS degree in Information Technology, Computer Science or relevant field.
• Experience as Technical Support Engineer or IT Help Desk technician.

Responsibilities

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account 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, via phone, email or chat, until the issue is solved.
• Escalate unresolved issues to appropriate internal teams (e.g. software developers).
• Provide prompt and accurate feedback to customers.
• Refer to internal resources to provide accurate tech solutions.
• Ensure all issues are properly logged and tracked.
• 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 notes and manuals.
• Maintain jovial relationships with clients.

Skills

Windows OS

Linux

Mac OS

Remote desktop

Zendesk

Troubleshooting

Communication skills

Step-by-step help

Education

BS in IT/CS

Tools

Zendesk

Remote Desktop

Job description

We are looking for a ExpirenceTechnical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.
Weekly 5 days working

Responsibilities

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account 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 theyve solved a technical issue
• Properly escalation 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 EngineerIT Help Desk Technician or similar role
• Hands-on experience with Windows/Linux/Mac OS 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 (eg. Zendesk)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science or relevant field
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

Mandatory Key Skills

• Chat Support
• Voice Support
• Email support
• Linux
• troubleshooting
• Mac OS
• Technical Support.