Full Job Description
We are looking for a Technical Support Engineer(Trainee) who is willing to learn and provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.
Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
You will receive mentorship, first-class technical training and personal development opportunities that will equip you with the skills you need to advance in a career in the Technical Support domain.
If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.
Diagnose and troubleshoot technical issues, along with resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.
Communicate with clients through a series of actions, either via phone, email or chat, until the technical issues are solved.Provide prompt and accurate feedback to the clients.
Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
Assign issues to internal teams and tracking the updates.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Refer to internal databases or external resources to provide accurate tech solutions.
Prioritize and manage several open issues at one time.Also,Ensure all issues are properly logged.
Should be able to understand various reports/analytics needed in operations and must be able to produce accurate reports on a timely basis.
Document technical knowledge in the form of notes and manuals.
Ensure proper recording and closure of all issues.
Ensures that Knowledge Base(KB) is created for repeat issues and known errors. Developing how-to (KB) articles and/or solutions documents for internal/external distribution.
Responsible for managing SLA for premium customers.
Responsible for timely closure of incidents depending on the priority to meet committed Service levels.
Provide feedback to Product Management groups associated with product quality concerns.
Maintain jovial relationships with clients.
Should be open to 24*7 support.
24 Leaves a year (you get paid for not taken leaves). Weekend Offs excluded.
Excellent work-life balance
Competitive Salary for your profile
Awards and Recognitions
No Micro Management
High Job Stability
Team Outings & Friday Fun
Team Building Activities
Office No. 250, 2nd Floor, Tower B2 - Spaze IT Tech Park, Sohna Road, Sector 49, Gurugram, Haryana, 122018
Bachelors or Master’s degree in information technology, computer science or equivalent.
Excellent problem-solving and verbal & written communication skills.
Effective time & task management skills.
Strong interpersonal & client-facing skills.
Strong troubleshooting and problem solving skills. Ability to quickly learn to use new software tools.
Strong customer service orientation. Must be comfortable working in a dynamic environment with constant changes and growth.
Capability to gain In-depth knowledge in the product that you will be working on.
Good understanding of computer systems, mobile devices and other tech products.
Must be comfortable with after-hours support requirements.
0-6 months in IT Industry/ Fresher Level
9:30am - 7pm
Monday – Friday
As per company norms
March 8, 2023