Technical Support Engineer

Design and implement radio frequency identification device (RFID) systems used to track shipments or goods.

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Technical Support Engineer Job Description Template

Our company is looking for a Technical Support Engineer to join our team.

Responsibilities:

  • Familiar with Citrix and other application publishing/deployment technologies;
  • Knowledge of web technologies (Apache preferred);
  • Requirement gathering;
  • Work on collating the data required for on call reports;
  • Walk customers through the process of installing the software on their machines and starting up the program for the first time;
  • Make decisions quickly, often with limited information;
  • Document resolutions provided and share with the team;
  • Scheduling meeting’s or remote sessions to resolve few issues whenever it’s required / Necessary;
  • Maintaining a bug sheet faced by clients and understand the reason of resolution;
  • Liaison with the internal functions including Customer Success, product management, product engineering and other service functions;
  • Handling all Technical support / remote installation of the software products of Company (dealing with Indian International clients);
  • Submits complete and correct bug reports in area of expertise. Advocate for customers in engineering roadmap planning;
  • Refer difficult cases to a senior analyst or support tech;
  • Extending expert technical assistance to customers in case any Trouble Ticket gets escalated for high end resolutions;
  • Ensure coordinating with inter, intra teams and clients to setup activities and calls as required.

Requirements:

  • Good in computer knowledge especially E-mails, MS Word, Excel, PPT;
  • Should have knowledge of the Internet;
  • Good English Communication;
  • Strong interpersonal and customer relationship skills;
  • Knowledge of monitoring tools and packet analyzers like Wireshark and sniffer will be added advantage;
  • Promotes and solicits ideas within project team(s);
  • Demonstrated history of strong analytical and troubleshooting skills;
  • Total 1 – 5 yrs Industry experience;
  • Comfort with working in a fast paced, rapidly changing environment;
  • Ability to provide step-by-step technical help, both written and verbal;
  • Good understanding of web-based and related systems like javascript;
  • Ability to handle critical customer issues/problems;
  • Knowledge and experience in MIS reporting, MS Office, CW Tool;
  • Understanding of Big data, Hadoop Ecosystem, MapR and Hive a big plus;
  • Experience 0-6 months.