Lead technical support engineer

2 weeks ago

Delhi, India SMC Group Full time

About the Role: We are looking for a skilled and experienced Lead 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, mac OS, 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, Service Now) 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., Comp TIA 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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