Sonovision - Technical Support Engineer - Troubleshooting

Found in: Whatjobs IN C2 - 3 weeks ago


Bangalore, India SONOVISION AETOS TECHNICAL SERVICES PVT LTD Full time

Job Title : Technical Support Engineer


Responsibilities :


- Customer Support: Provide technical support to customers, addressing inquiries, troubleshooting issues, and resolving problems related to software, hardware, or network systems.


- Problem Resolution: Diagnose and resolve technical issues through effective problem-solving skills, escalating more complex issues to higher levels of support as needed.


- Documentation: Create and maintain detailed and accurate documentation of customer issues, solutions provided, and troubleshooting steps.


- Communication: Communicate technical information in a clear and understandable manner to customers, both verbally and in writing.


- Remote Assistance: Use remote desktop tools to assist customers in real-time, guiding them through solutions or resolving technical problems.


- Collaboration: Collaborate with cross-functional teams, including development and quality assurance, to escalate and resolve complex technical issues.


- Knowledge Base: Contribute to the development and enhancement of a knowledge base for common issues and solutions to empower both customers and the support team.


- Product Feedback: Provide feedback to the product development team based on recurring customer issues and suggestions for product improvement.


- Customer Training: Conduct training sessions for customers on using and troubleshooting the product effectively.


- Quality Assurance: Participate in quality assurance activities to ensure that products meet customer expectations and technical specifications.


Qualifications :


- Bachelor's degree in Information Technology, Computer Science, or a related field.


- Proven experience as a Technical Support Engineer or in a similar customer-facing technical role.


- Strong knowledge of software, hardware, and network systems.


- Excellent problem-solving and troubleshooting skills.


- Effective communication skills, both written and verbal.


- Familiarity with remote desktop tools and support software.


- Customer-focused with a commitment to providing excellent service.


- Ability to work independently and collaboratively in a team environment.


- Knowledge of customer relationship management (CRM) tools is a plus.


- Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals) are advantageous.

(ref:hirist.tech)
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