Support Engineer 1

6 days ago

Gurgaon, Haryana, India Shorthills Tech Full time ₹ 9,00,000 - ₹ 12,00,000 per year

As an L1 Support Engineer, you will be responsible for handling initial client inquiries and troubleshooting common technical problems. You'll work closely with higher-level engineers to escalate more complex issues and ensure prompt and efficient resolution, maintaining high levels of customer satisfaction.

Responsibilities

  • Respond to client inquiries and provide technical support via phone, email, and chat
  • Diagnose and resolve basic hardware and software issues
  • Document and track issues in the ticketing system
  • Escalate complex problems to L2/L3 support teams
  • Follow up with clients to ensure that issues are fully resolved
  • Maintain technical documentation and service catalog
  • Participate in team meetings and contribute to knowledge sharing

Qualifications

  • 2+ years of experience in a technical support or customer service role
  • Strong problem-solving and troubleshooting skills
  • Excellent verbal and written communication skills
  • Ability to work independently and manage multiple tasks simultaneously
  • Customer-focused with strong interpersonal skills

Skills

  • Basic networking knowledge
  • Working knowledge of Python and VBA
  • Familiarity with Windows/Linux operating systems
  • Experience with ticketing systems like Jira or ServiceNow
  • Proficiency in remote desktop tools
  • Understanding of basic IT concepts and terms
  • Strong time management and organizational skills

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