Job Title: Technical Support Engineer
Job Type: Full-Time, Permanent
Location: Navi Mumbai (Turbhe)
Job Summary:
We are seeking a motivated and skilled Technical Support Engineer to join our team in Navi Mumbai. In this role, you will ensure the smooth operation of technical systems, deliver expert-level support to customers, and collaborate with cross-functional teams to improve products and services. The ideal candidate is a problem solver with a passion for helping others and simplifying complex technical concepts.
Qualifications:
- Education:
- Bachelor's degree in Computer Science, Information Technology, or a related field is required.
- Experience:
- Experience in IT support or a related technical field is advantageous but not mandatory.
- Personal Traits:
- A natural helper who enjoys assisting people with computer or technical issues.
- Strong communicator who can explain complex topics clearly to technical and non-technical audiences.
- Passionate about troubleshooting and continuous learning.
Roles and Responsibilities:
Technical Expertise:
- Provide advanced technical support to customers and internal users.
- Troubleshoot complex issues involving software, hardware, and network systems.
- Perform root cause analysis and implement long-term fixes for recurring problems.
- Collaborate with development teams to escalate and resolve product-related issues.
- Stay current with new technologies and industry best practices.
Customer Support:
- Act as an escalation point for high-priority or unresolved issues.
- Understand customer concerns and communicate clearly throughout the support process.
- Manage and prioritize support tickets according to SLAs.
- Train and support junior support engineers.
Documentation & Reporting:
- Document troubleshooting steps, solutions, and known issues.
- Create and update knowledge base articles, FAQs, and technical user guides.
- Generate reports on ticket trends, resolution metrics, and customer feedback.
Quality Assurance:
- Perform QA testing for patches, updates, and new software releases.
- Validate bug fixes to ensure they meet end-user requirements.
- Conduct regression testing before deploying changes.
Troubleshooting & Problem Solving:
- Use diagnostic tools to identify issues.
- Develop creative and effective solutions for technical problems.
- Implement both temporary workarounds and permanent fixes as needed.
Compliance & Security:
- Ensure compliance with IT security policies and data protection regulations.
- Handle customer data with confidentiality and according to protocols.
Communication:
- Provide regular updates to customers and internal stakeholders.
- Participate in client calls and meetings as a technical expert.
- Communicate technical issues in a user-friendly and professional manner.
Required Technical Skills:
- MS Office
- Windows OS Troubleshooting
- ITIL & ITSM Fundamentals
- Basic Networking & Proxy Concepts
- Understanding of:
- EDR (Endpoint Detection and Response)
- DLP (Data Loss Prevention) Tools
- Firewalls
- VMware / Citrix Workspace Client setup
- Active Directory
- Microsoft MDM & Intune
- Office 365 Exchange Admin Basics
- CMDB Concepts
