IT Customer Support Engineer

Technical Support

Provide timely and effective technical support for the product.

Troubleshoot and resolve technical issues related to hardware, software, and network configurations.

Install and implement new programs, upgrade OS and hardware, perform data backups, and conduct recovery processes.

Problem Solving

Analyze customer problems, diagnose root causes, and implement solutions promptly.

Apply logical and technical approaches to minimize recurring issues.

Customer Communication

Keep customers proactively informed about issue status.

Maintain a professional, courteous, and solution-oriented demeanor.

Product Knowledge

Develop a deep understanding of the product or service offerings to provide accurate and relevant support.

Stay updated on product changes, updates, and new features.

Escalation Management

Escalate complex technical issues to the appropriate teams within the organization.

Follow up with customers to ensure satisfactory resolution of escalated issues.

Feedback Collection

Gather and record customer feedback regarding the service provided.

Provide insights to improve product support and service quality.

Collaboration

Work closely with cross-functional teams including logistics.

Ensure defective or unused goods/parts are returned immediately after service calls.

Check environmental parameters such as grounding/earthing to ensure proper functioning of the product.