About this role
Job Description (JD) We are looking for a Technical Support Engineer who provide technical assistance and support to customers or internal employees regarding software, hardware, and network-related issues. The candidate will troubleshoot technical problems, provide timely solutions, and ensure smooth operation of systems and applications. The ideal candidate should have basic technical knowledge, troubleshooting skills, and good communication skills.
What you'll need
- 1. Technical Support • Provide technical support to users or clients through calls, emails, or ticketing systems. • Diagnose and troubleshoot software, hardware, and network issues. 2. Issue Resolution • Identify and resolve technical problems in a timely manner. • Escalate complex issues to senior engineers when required. 3. System Maintenance • Assist in installing and configuring software applications and systems. • Monitor system performance and report issues. 4. Ticket Management • Manage and update support tickets using tools like Jira Service Management, Zendesk, or Freshdesk. • Maintain records of technical issues and solutions. 5. Documentation • Create and update support documentation and troubleshooting guides. • Maintain knowledge base articles for common issues. 6. Collaboration • Work closely with development and infrastructure teams to resolve issues. • Participate in support meetings and process improvements.
Skills
- Technical Skills • Basic knowledge of operating systems and networking concepts • Software and hardware troubleshooting • Understanding of IT support processes Tools • Jira Service Management • Zendesk • Freshdesk Soft Skills • Communication skills • Problem-solving ability • Customer service skills • Time management