Job Overview
Role: Desktop Support Engineer (Internal Title: Field Technical Support Associate 1) Location: Mumbai / Hyderabad Experience: Freshers/Experienced Qualification: B.E/B.Tech/Any Degree Key Skills: IT Support, Technical Troubleshooting, IT Infrastructure, Customer Support, Hardware/Software Troubleshooting, Enterprise IT Operations, Proactive Monitoring
Job Description
The Desktop Support Engineer position is responsible for delivering post-sales technical support and services to local customer accounts. This role emphasizes customer support, proactive monitoring, and IT infrastructure troubleshooting, responding to queries, investigating technical problems, and maintaining high customer satisfaction.
Roles and Responsibilities
- Service Delivery: Deliver tailored post-sales software and technical services to local customer accounts.
- Query Response: Respond to customer technical queries and service requests.
- Solution Understanding: Understand customer requirements and work toward appropriate solutions.
- Troubleshooting: Troubleshoot IT infrastructure problems and investigate technical issues to identify possible resolutions.
- Proactive Monitoring: Use proactive monitoring to identify and help prevent potential issues.
- Customer Satisfaction: Maintain high levels of customer satisfaction through timely issue resolution.
- Standard Adherence: Follow established technical and operational standards.
- Operational Support: Support operational plans and assigned activities, performing assigned tasks under appropriate supervision.
- Communication: Communicate effectively with customers and internal teams as required.
- Service Reliability: Contribute to reliable delivery of post-sales technical services.
Skills and Eligibility Criteria
Educational Background: B.E/B.Tech or any degree qualification.
Experience: Freshers and experienced candidates can apply.
Mandatory Technical Skills:
- Interest or experience in IT support and technical troubleshooting
- Basic understanding of IT infrastructure and common technical issues
- Ability to investigate and resolve technical problems
- Understanding of proactive monitoring concepts is beneficial
Competencies:
- Ability to understand customer requirements and maintain customer satisfaction
- Clear communication with customers and internal stakeholders
- Ability to perform assigned work according to changing operational requirements
- Ability to work with support teams and follow established procedures