Technical Support Engineer

Hikvision Pakistan; Karachi Division; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

Hikvision Pakistan is seeking a Technical Support Associate to assist installers by diagnosing and resolving technical issues, with multitier communication via phone, email, or chat. You will collaborate with product and field teams to ensure swift, effective solutions.

The role emphasizes training installers across cities, staying current with product knowledge, and delivering exceptional service to drive installer satisfaction.

Qualifications

• Bachelor's degree in Computer Science or related field (or equivalent work experience).
• Excellent communication skills (verbal and written).
• Strong problem-solving and ability to troubleshoot technical issues.
• Experience with Windows operating systems and Microsoft Office Suite and other common software applications.
• Familiarity with networking and internet technologies.
• Ability to work independently and as part of a team.
• Customer-focused mindset and a desire to provide exceptional service.

Responsibilities

• Manage installers and provide the training as per requirements
• Respond to installers inquiries in a timely and professional manner
• Identify, diagnose, and resolve technical issues
• Provide technical support to installers via phone, email, or chat
• Record and document installers issues and resolutions via excel sheets
• Collaborate with other teams to resolve complex installers issues
• Ensure installers satisfaction by providing exceptional service and support
• Stay up-to-date with product and technical knowledge to provide accurate information to installers
• Continuously improve knowledge and skills through training and development opportunities
• Conduct Training sessions for installers in different cities
• Conduct Product Demonstrations for installers in office work area, In shops and in seminars

Skills

Communication

Problem-solving

Troubleshooting

Windows OS

MS Office

Networking

Teamwork

Customer-focused

Education

Bachelor's degree in Computer Science or related field

Job description

As a Technical Support Associate, you will be responsible for providing technical assistance and support to installers by identifying, troubleshooting, and resolving technical issues. You will communicate with installers via phone, email, or chat and work closely with other teams to ensure installers satisfaction.

Responsibilities

• Manage installers and provide the training as per requirements
• Respond to installers inquiries in a timely and professional manner
• Identify, diagnose, and resolve technical issues
• Provide technical support to installers via phone, email, or chat
• Record and document installers issues and resolutions via excel sheets
• Collaborate with other teams to resolve complex installers issues
• Ensure installers satisfaction by providing exceptional service and support
• Stay up-to-date with product and technical knowledge to provide accurate information to installers
• Continuously improve knowledge and skills through training and development opportunities
• Conduct Training sessions for installers in different cities
• Conduct Product Demonstrations for installers in office work area, In shops and in seminars

Qualifications

• Bachelor's degree in Computer Science or related field (or equivalent work experience)
• Excellent communication skills (verbal and written)
• Strong problem-solving skills and ability to troubleshoot technical issues
• Experience with Windows operating systems and Microsoft Office Suite and other common software applications
• Familiarity with networking and internet technologies
• Ability to work independently and as part of a team
• Customer-focused mindset and a desire to provide exceptional service