Technical Support Engineer

CAVITAK with its 375 member strong team (referred to as Cavs) are engaged in below Business Verticals:

Retail Distribution - Mobile & Consumer Goods

Value-Added Tech Distribution - Audio & Video, Fire, Security, Automation, Network & Power Solutions and Fundamental Resource Management & AI

Global Commerce - Launchpad for global and Indian brands on e-commerce platforms

Responsibilities:

• Provide technical support to customers, dealers, and field technicians through various channels, including phone, email, and remote access tools.
• Diagnose and troubleshoot technical issues related to hardware, software, and network components.
• Collaborate with cross-functional teams, including product OEM teams to resolve complex technical problems and implement effective solutions.
• Conduct remote diagnostics to identify system faults and guide customers through appropriate troubleshooting and resolution steps.
• Create and maintain detailed technical documentation, including troubleshooting guides, knowledge base articles, and FAQs.
• Assist the training department in developing and delivering technical training programs for customers, dealers, and internal teams.
• Ensure accurate and timely recording of customer interactions, technical issues, and resolutions in the support ticketing system.

Who are we looking for:

• Diploma or bachelor's degree in engineering, Computer Science, or a related technical field
• Proficient in troubleshooting intrusion and IP VDP system issues, including knowledge of network protocols, IP configurations, and video management software.
• Customer-centric mindset with a focus on delivering exceptional support and ensuring customer satisfaction.
• Familiarity with industry standards and protocols, such as SIP, ONVIF, RTSP, TCP/IP, and PoE.
• Willingness to travel occasionally for on-site visits, installations, and training sessions.