Job Overview
Role: Desktop Support Engineer (Field Technical Support Associate 1) Location: Mumbai Experience: Freshers/Experienced Qualification: B.E/B.Tech/Any Degree Key Skills: IT 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. The description emphasizes three major areas: customer support, proactive monitoring, and IT infrastructure troubleshooting. The engineer will respond to customer queries, understand their requirements, investigate technical problems, and work toward resolving issues promptly. The role also involves proactive monitoring, which can help identify potential problems before they significantly affect users, and maintaining high customer satisfaction. Candidates will work under established operational standards and may perform assigned technical tasks with appropriate supervision.
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.
- Requirements Understanding: Understand customer requirements and work toward appropriate solutions.
- 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 Execution: Perform assigned tasks under appropriate supervision.
- Communication: Communicate effectively with customers and internal teams as required.
- Reliable Delivery: 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.
Competencies:
- Ability to investigate and resolve technical problems.
- Ability to understand customer requirements and maintain customer satisfaction.
- Understanding of proactive monitoring concepts is beneficial.
- 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.