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: Desktop Support, IT Infrastructure, Customer Support, Technical Support, Troubleshooting, Proactive Monitoring.
Job Description
The Desktop Support Engineer position is responsible for delivering post-sales technical support and services to local customer accounts. The role emphasizes customer support, proactive monitoring, and IT infrastructure troubleshooting. Engineers will respond to customer technical queries and service requests, understand their requirements, investigate technical problems, and work toward resolving issues promptly. Additionally, you will use proactive monitoring to identify and help prevent potential problems before they significantly affect users, while maintaining high levels of customer satisfaction through timely issue resolution and adherence to established operational standards.
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.
- IT Troubleshooting: Troubleshoot IT infrastructure problems.
- Issue Investigation: Investigate technical issues and 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.
- Standards Adherence: Follow established technical and operational standards.
- Operational Support: Support operational plans and assigned activities.
- Task Performance: Perform 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 according to the supplied listing.
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
- Experience using internet websites and social communication tools
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