Technical Support Engineer

10 hours ago

Mangalore, Karnataka, India Coates Signco Full time

Role Responsibilities

  • Handle and resolve support tickets from ticketing systems escalated by L1 points of contact
  • Provide phone and email support, or remote assistance, to all clients
  • Proactively stay up to date with all the latest technologies concerning Coates products and the underlying technologies
  • Update and work-assigned cases in a timely manner adhering to the SLA
  • Maintain strong customer rapport and excellent, timely communication
  • Liaise with external clients and internal stakeholders to provide solutions and ensure service level agreements are met
  • Troubleshoot, respond and resolve software/hardware issues within defined SLA.
  • Address and resolve support tickets from our ticketing system.
  • Provide basic network support
  • Hardware configuration and installation of software.
  • Interact with the Project Manager and Support Lead for tickets that require escalation.
  • Perform basic L2 troubleshooting liaising with the onsite technician
  • Setting and preparation for newly introduced stores
  • Verification and maintenance of small devices (basic assembly, SSD, and RAM replacement), OS/software installation, manufacturer warranty application, etc.
  • Timely escalate the technical issue to L3 Support engineer

Role Requirements

  • Basic knowledge in IT systems, networking or hardware
  • Basic knowledge in a Linux (especially Ubuntu) environment
  • Good to have knowledge of scripting (e.g. Bash, JavaScript, basic PHP, etc.)
  • Understanding of server-client architecture
  • Strong knowledge of Microsoft PowerPoint and Excel is an added advantage
  • Degree in IT ( BCA/MCA/Engineering or equivalent qualification)
  • Excellent Communication skills
  • Flexibility to work weekends and night shifts as per a rotational roster
  • Required to work from the office at least 3 days per week
  • Preference for candidates residing in or near Mangalore

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