Job Description

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email chat applications and Call support to give clients quick answers to simple IT issues. To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. 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. Experience : 3 - 5 yearsShifts: Rotational Shifts Location: Ahmedabad (#WFO)ResponsibilitiesExcellent communication skills and ability to discuss and troubleshoot issues with Native English SpeakersEfficiently handling incoming voice calls and acting as the first point of contact for service request calls & requisitions through voice support.Telephonic support to End Users and coordination with Vendors, Client Problem Management team, and other Support teams.Provide phone and help desk support for local and off-site users.Provide network troubleshooting and support, as well as end-user software and hardware troubleshooting.Record detailed incident descriptions in the call tracking system and follow up to resolve issues, ensuring customer satisfaction.Answer and manage incoming calls, emails, chats, and/or interactive voice response systemsAble to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and mannerDiagnose and troubleshoot technical issues, including account setup and network configurationAsk customers targeted questions to quickly understand the root of the problemTalk clients through a series of actions, either via phone, email, or chat, until they've solved a technical issueProperly escalate unresolved issues to appropriate internal teams (e.g. software developers)Provide prompt and accurate feedback to customers.Refer to the internal database or external resources to provide accurate tech solutionsFollow up with clients to ensure their IT systems are fully functional after troubleshooting.Document technical knowledge in the form of notes and manualsRequirementsActive Directory/User management/ TroubleshootingOffice 365-Outlook TroubleshootingWindows and system application TroubleshootingKnowledge of Technical Terms DNS/DHCP/VPN/Network etc.Knowledge/Experience of Backup toolsKnowledge of Ticketing tools and SLA.Knowledge of Server/Network Monitoring ToolsExcellent analytical skills, written and verbal communication.Experience as a technical specialist in customer-facing rolesStrong task management skillsCustomer focused with a passion for resolving unique problemsMust have on-call support experienceInternational client support experience (Preferred)Basic knowledge of AWS and Linux (Advantage)24*7 Support (Rotational Night Shift)Voice Support.Perks working at Tech Holding:Learning & Development Opportunities2 Rotational Week-OffEmployee - Family InsuranceVarious type of Leaves(Apart from Casual and Sick Leaves, New Parent Leaves, Marriage Leaves.)