Technical Support Engineer

3 weeks ago

Delhi, India SMC Group Full time

About the Role:

We are looking for a skilled and experienced Technical Support Engineer to join our team. The ideal candidate will have over four years of experience in providing high-quality technical support, resolving complex issues, and ensuring excellent service to our customers. This role requires a proactive problem-solver with strong communication skills, technical knowledge, and a commitment to continuous learning and improvement.

Key Responsibilities:

  • Customer Support: Provide prompt, accurate, and courteous technical support via phone, email, and chat to troubleshoot and resolve issues.
  • Issue Diagnosis and Resolution: Identify and analyze the root cause of problems, and provide effective solutions to resolve software, hardware, or network-related issues.
  • Product Knowledge: Develop an in-depth understanding of the company’s products, services, and technology to assist customers effectively.
  • Escalation Management: Collaborate with cross-functional teams, escalating issues when necessary to ensure timely resolution.
  • Documentation: Maintain accurate and detailed records of customer interactions and issues in the ticketing system, including troubleshooting steps and resolutions.
  • Continuous Improvement: Actively participate in training sessions, knowledge-sharing activities, and process improvements to enhance team efficiency.
  • Customer Education: Guide customers on best practices, preventive measures, and product features to enhance their experience and usage.
  • Reporting: Generate regular reports on technical support metrics, common issues, and resolution times to improve service standards.

Key Qualifications:

  • Experience: 4+ years of experience in a technical support or similar role.
  • Technical Proficiency:
  • Operating Systems: Familiarity with Windows, macOS, and Linux.
  • Networking: Knowledge of basic networking concepts (e.g., TCP/IP, DNS, VPN).
  • Software/Hardware Troubleshooting: Proficiency in diagnosing and resolving issues related to software applications, hardware, and devices.
  • Databases: Basic knowledge of databases and SQL queries.
  • Cloud Services (Optional): Familiarity with cloud platforms (AWS, Azure, Google Cloud) is a plus.
  • Tools: Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
  • Problem-Solving: Strong analytical and troubleshooting skills with the ability to think critically.
  • Communication: Excellent verbal and written communication skills to effectively interact with customers and internal teams.
  • Adaptability: Ability to work in a fast-paced, dynamic environment with shifting priorities.
  • Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals, ITIL) are a plus.

Preferred Skills:

  • Customer-Centric Mindset: Passionate about delivering exceptional service and support.
  • Project Management: Experience in managing or assisting with technical projects is advantageous.
  • Technical Writing: Ability to create detailed and easy-to-understand support documentation.

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