Technical Support Engineer

Provides level 1 technical support to end users on computer-related technical problems to assigned accounts / customers through voice support.

Essential Job Functions :

Taking ownership of customer issues reported and responding to customer inquiries to ensure customer needs are met.

Assists customers in resolving technical problems by providing guidance regarding software / hardware / application issues etc.

Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues and / or refer more complex technical problems through a defined escalation process.

Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed-upon time frame.

Logs and tracks inquiries using a ticketing tool and maintains history records including related problem documentation.

Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Basic Qualifications

Should have attended regular school / college with 10+2+3 as a minimum qualification in any stream of subject.

Good understanding of computer systems, mobile devices, and other tech products.

Ability to diagnose and troubleshoot basic technical issues.

Fresher or has work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.

Ability to provide step-by-step technical help, both written and verbal.

Experience with solving computer-related problems.

Experience working with company escalation policy.