Job Overview
Role: Desktop Support Engineer (Field Technical Support Associate 1) Location: Mumbai/Hyderabad Experience: Freshers/Experienced Qualification: B.E/B.Tech or any degree qualification Key Skills: IT support, technical troubleshooting, IT infrastructure, customer support, hardware/software troubleshooting, enterprise IT operations, problem-solving, customer service, proactive monitoring, communication
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. The engineer will respond to customer queries, understand requirements, investigate technical problems, and work towards prompt issue resolution. Proactive monitoring helps identify potential problems before they significantly affect users, contributing to high customer satisfaction. Candidates will operate under established operational standards and may perform assigned technical tasks with appropriate supervision.
Roles and Responsibilities
- Technical Service Delivery: Deliver tailored post-sales software and technical services to local customer accounts.
- Query & Troubleshooting: Respond to customer technical queries and service requests. Understand customer requirements and work toward appropriate solutions. Troubleshoot IT infrastructure problems. Investigate technical issues and identify possible resolutions.
- Monitoring & Satisfaction: Use proactive monitoring to identify and help prevent potential issues. Maintain high levels of customer satisfaction through timely issue resolution.
- Operational Adherence: Follow established technical and operational standards. Support operational plans and assigned activities. Perform assigned tasks under appropriate supervision.
- Communication: Communicate effectively with customers and internal teams as required. 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.
- Understanding of proactive monitoring concepts is beneficial.
Competencies:
- Ability to investigate and resolve technical problems.
- 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.