Computer Hardware Technician

Production engineer cum trainee support engineer role:- 4 post...fresher can apply as well

• Assembling, Installation, Configuration &troubleshooting of all type of hardware & Software
• related Problem
• Technical Resolution of IT hardware like desktop, Laptop, AIO etc.

Inside Technical support Engineer role:- 1 post..experinace..2+

• Issue Analysis & Troubleshooting:
• o Review tickets assigned by CSR and check customer history.
• o Contact the customer within 4-8 hours for additional details and advanced troubleshooting.
• o Perform remote diagnostics and software checks to resolve issues.

Escalation & Onsite Service Decision:

• Determine if the issue requires an onsite visit or if it can be resolved remotely.
• If resolved remotely, update the system and inform the customer.
• If onsite service is required, create a service request ID for the Cynix Authorized ServiceProvider (CSP).

4. Parts Requirement & Dispatch Coordination:

• Assess whether parts are needed for repair.
• If parts are not required, assign the case to CSP for an onsite visit.
• If parts are required, verify availability and raise a request for dispatch.
• Coordinate with CSP and Courier Logistics Partner (CLP) for part shipment.

5. Onsite Service Monitoring:

• Ensure CSP acknowledges the call and schedules the engineer visit.
• Track and confirm part availability with CSP.
• Monitor the engineer's onsite visit and ensure proper diagnosis and repair.

6. Call Closure & Documentation:

• Confirm service completion and ensure resolution is satisfactory.
• Update the system with closure details and customer feedback.
• Close the ticket and remove pending items from the system.

7. Email Management & User Support:

• Check emails every morning to ensure no user issues are pending.
• Respond to queries from users and guide them on how to raise complaints if they haven’t
• already done so. For users facing link issues, gather basic details and raise tickets on theirbehalf.

8. Complaint Handling & Resolution:

• Answer calls related to complaints and assist with issue resolution using ticket IDs.
• Coordinate engineer visits based on customer complaints and follow up for timelyresolution.
• State-Wise Service Partner Management: Service partners are responsible for
• assigning engineers based on location.If the service partner denies, find local engineers and
• negotiate call charges as per the company’s rate card