Technical Support Engineer

Associate Support Engineer

Job Title:  Support Engineer.

Organization Name: NEC Corporation of India Ltd.

Location: customer site, Bangalore

Reporting Relationship:  Group Project Manager

BE/BTech

6 months to 1 year years experience ( L1 support)

Summary

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

Responsibilities

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients

Requirements and skills

• Proven work experience in Linux system maintenance
• Hands-on experience with Linux environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software 
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BSc degree in Information Technology, Computer Science or relevant field
• Additional certification in  Linux or similar technologies is a plus
• Work will be in shifts on rotation basis
• Monitoring and reporting application/system performance
• Knowledge on ticketing tool for incident management
• Good to have: Knowledge on Shell Scripting, Python, Networking, Storage and SQL.

 

Specialization Description

General Project Management requires general business knowledge to plan, organize, and control resources, procedures, and timing for an administrative or business process including:

• Organizing project teams, assigning individual responsibilities, developing project schedules, and determining resource requirements
• Monitoring and reporting on the status of projects including cost, timing, and staffing
• Ensuring adherence to internal and external quality standards (e.g., International Standards Organization)
• Identifying/resolving obstacles to completing project on time and to budget
• May include work managing multiple, interrelated projects (including business transformation projects)
• On some projects, the work may include integrating vendor tasks into the project plan and tracking and reviewing vendor deliverablesSpecialization Match Note: Para-Professional incumbents update/maintain project schedules and associated resource plans and prepares progress reports.

Level Description

Senior support level position requiring a broad knowledge of operational procedures and tools typically obtained through extensive work experience though may require vocational or technical training. Typically works under limited supervision for routine situations whilst providing assistance and training to lower level employees. Generally works on tasks/problems that are not routine and requires analysis to understand. Provides assistance and training to lower level employees.

Experience Level

Mid Level