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 Key Skills: IT Support, Desktop Support, Technical Troubleshooting, Enterprise Infrastructure, Customer Support, Hardware/Software Troubleshooting
Job Description
The Desktop Support Engineer position is responsible for delivering post-sales technical support and services to local customer accounts, emphasizing 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. The role also involves proactive monitoring to identify potential problems before they significantly affect users, maintaining high customer satisfaction.
Roles and Responsibilities
- Service Delivery: Deliver tailored post-sales software and technical services to local customer accounts.
- Query Resolution: Respond to customer technical queries and service requests. Understand customer requirements and work toward appropriate solutions.
- Troubleshooting: Troubleshoot IT infrastructure problems. 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.
- Standard Adherence: Follow established technical and operational standards.
- Operational Support: Support operational plans and assigned activities. 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
- Understanding of proactive monitoring concepts is beneficial
- Experience using internet websites and social communication tools
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