Job Overview
Role: Associate Technical Support Engineer Location: Bangalore Experience: 0–1 Year Qualification: BCA/B.Sc Key Skills: Technical and network troubleshooting, cloud-based platform support, hardware and software issue resolution, customer communication, documentation
Job Description
The Associate Technical Support Engineer will provide technical and network problem resolution to end users, diagnosing complex issues, identifying possible causes, developing solutions, and coordinating with other technical teams when required. This role goes beyond basic customer support and involves troubleshooting across both hardware and software components, investigating network configurations, verifying software settings, and analyzing logs. It is particularly suitable for candidates interested in technical support, networking, troubleshooting, cloud platforms, hardware/software integration, and customer-facing engineering.
Roles and Responsibilities
- Networking and TCP/IP Fundamentals: Diagnosing whether a problem is related to connectivity, configuration, software, or hardware by understanding IP addresses, TCP/IP, DNS, DHCP, LAN, WAN, ports, protocols, and network troubleshooting.
- Hardware and Software Troubleshooting: Investigating error messages, system behavior, network connectivity, configuration settings, and logs to identify, reproduce, isolate, fix, verify, and document problems across hardware and software components.
- Cloud Platform and Application Support: Supporting cloud-based management platforms and applications, understanding basic cloud concepts, and how applications are monitored and supported through centralized platforms with dependencies across various services.
- Log Analysis: Compiling, retrieving, and parsing station and network logs to identify timestamps, error messages, warning messages, request information, and other indicators for issue investigation.
- Customer Support and Technical Communication: Communicating technical solutions in an understandable way to customers, converting technical explanations into simple, step-by-step instructions, and accurately documenting support cases.
- Salesforce and CRM Tools: Utilizing CRM systems like Salesforce to maintain customer information, track interactions, document issues, and manage support workflows.
- Jira and Bug Management: Logging, prioritizing, assigning, tracking, and closing technical issues using Jira or other bug-management tools, ensuring clear problem descriptions and evidence.
- Test Plans and Test Cases: Creating test plans, test cases, and other documents based on software expectations and specifications, indicating a quality-engineering component.
Skills and Eligibility Criteria
Educational Background: BCA/B.Sc degree for 2025/2026 graduates, or equivalent relevant technical qualifications/certifications.
Experience: Freshers can apply, or candidates with up to 1 year of experience in technical support. Experience providing phone-based support for complex hardware or software solutions is relevant.
Mandatory Technical Skills:
- Strong networking fundamentals including TCP/IP and M2M communications
- Understanding of cloud-based management platforms and application support
- Knowledge of documentation and creation of knowledge articles
- Good understanding of computer systems, mobile devices, and other technology products
- Ability to troubleshoot both hardware and software issues
- Ability to collaborate with hardware and software engineering teams
- Familiarity with CRM tools such as Salesforce
- Familiarity with Jira or other bug-management tools
- Ability to provide step-by-step technical assistance verbally and in writing
Competencies:
- Excellent English communication skills are mandatory
- Microsoft, Linux, networking, or similar technical certifications are an advantage