We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers in US with a cloud based infrastructure. The candidate will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.
Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. The candidate should be good in conversing with our clients, who are primarily in the US. The candidate will be working in US timings (i.e between 8pm IST to 6am IST – max of 8 hours). Communication shall be through Phone, Emails or Business chats.
To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Certification in Microsoft, Cisco, Linux, AWS, Azure or similar certification is a big plus. Experience in working on a cloud environment is a big plus. Experience in Office 365 Admin Control and SharePoint Admin control is an added advantage.
Customers shall be in direct contact with you and expect your expertise in solving their issues in a timely manner. If you think you can be the right match, we shall like to meet you.
Responsibilities and Duties
· Follow the Standard Operating Procedures (SoP) to solve a problem
· Analyze and identify solutions to software and hardware issues
· Diagnose and troubleshoot technical issues, including account setup and network configuration
· Communicate with customers with the right set of questions to identify the root cause of the problem
· Track computer system issues through to resolution, within agreed time limits
· Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
· Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
· Provide prompt and accurate feedback to customers
· Use the ticket tracking tools effectively to record, track and solve issues
· Refer to internal database or external resources to provide accurate tech solutions
· Prioritize and manage several open issues at one time
· Follow up with clients to ensure their IT systems are fully functional after troubleshooting
· Prepare accurate and timely reports
· Document technical knowledge in the form of notes and manuals
· Maintain a properly indexed database of issues (knowledge base) for future reference and quick turn around
Key Skills
Windows/Linux/Mac Os, AWS/Azure, zendesk, Microsoft/Linux/Cisco technologies
Required Experience and Qualifications
1-3 Years relevant experience
Working experience on Cloud Infrastructure is a plus
Work experience with overseas clients is an advantage
Bachelor’s Degree in Engineering (IT/Comp Sc)
Job Type: Full-time
Job Types: Full-time, Regular / Permanent
Salary: ₹400,000.00 – ₹600,000.00 per year
Schedule:
Education:
Experience:
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