Customer Support Engineer

Key Responsibilities

• Provide timely and effective technical support to customers for product-related issues
• Troubleshoot and resolve technical problems through root cause analysis
• Install and implement new programs, upgrade operating systems, and perform hardware upgrades
• Perform data backup activities and execute data recovery processes when required
• Analyze customer-reported issues and implement appropriate corrective actions
• Keep customers proactively informed about issue status and resolution progress
• Maintain professional and courteous communication with customers at all times
• Develop and maintain in-depth knowledge of products and services
• Stay updated on product enhancements, updates, and newly released features
• Escalate complex technical issues to appropriate internal teams and track them until closure
• Follow up with customers to ensure escalated issues are resolved satisfactorily
• Collect customer feedback regarding service experience and share insights with relevant teams
• Collaborate with cross-functional teams including logistics to ensure defective or unused parts are returned promptly after service calls
• Check environmental parameters such as earthing to ensure proper functioning of products

Qualifications

• Diploma or Degree in a relevant field

Knowledge & Technical Skills

• Knowledge of desktop operating systems such as Microsoft Windows
• Understanding of product problem symptoms and associated root causes
• Proficiency in hardware installation, troubleshooting, and maintenance
• Familiarity with networking concepts, protocols, and troubleshooting techniques
• Experience in software installation, configuration, and technical support
• Knowledge of antivirus solutions, firewalls, and IT security best practices