| Job Description |
| Roles and Responsibilities |
| Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. |
| Outstanding verbal communication skills |
| Understand issues from clients, manage incoming calls and route IT trouble tickets to the appropriate on site technicians. |
| Responds to telephone calls, email and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. |
| Understand standard operating procedures (SOP). |
| Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and followup steps; Provide level 1 support and perform other activities based on SOPs |
| |
| Desired Candidate Profile |
| Should be able to understand the user point of view. |
| Should have the basic knowledge about Outlook. |
| Good team player |
| Understand client applications, issues from clients, manage incoming calls and route IT/application support trouble tickets to the appropriate onsite technicians. |
| Responds to telephone calls, email and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. |
| Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 support and perform other activities based on SOPs |
| Monitor calls and tickets and route them to appropriate teams for assistance and resolution of the issue. |
| Application triage to get the ticket in the correct bucket. |
| |
| Qualification: BTech/BS/BE/MTech/MS/ME from a reputed engineering institute |
| |
| Industry Type-BPO, Call Centre, ITeS |
| Functional Area-IT Hardware, Technical Support, Telecom Engineering |
| Employment Type-Full Time, Permanent |
| Role Category-Technical Support |
| |
| Education |
| UG :B.Tech/B.E. in Any Specialization, Any Graduate in Any Specialization |
| PG :M.Tech in Any Specialization |
