Position

Technical Support Engineer(Trainee)

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.

Responsibilities
  • 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.
Benefits
  • 24 Leaves a year (you get paid for not taken leaves). Weekend Offs excluded.
  • Excellent work-life balance
  • Competitive Salary for your profile
  • Performance Bonus
  • Awards and Recognitions
  • No Micro Management
  • High Job Stability
  • Team Outings & Friday Fun
  • Training Sessions
  • Team Building Activities

Closed

Job Location

Office No. 250, 2nd Floor, Tower B2 - Spaze IT Tech Park, Sohna Road, Sector 49, Gurugram, Haryana, 122018

Skills
  • 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.
Experience

0-6 months in IT Industry/ Fresher Level

Working Hours

9:30am - 7pm

Working days

Monday – Friday

Salary

As per company norms

Date posted

January 01, 1970

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