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Technical Support Manager Job Description

Job Overview

We  are in search of a Technical Support Engineer who is capable of providing technical services along with good customer care. Your role is to identify and resolve any issues regarding software, hardware, networking or operating systems which are being faced by the customers. You will be handling the issue personally either by visiting the place, through phone or chat applications, depending on the nature of the issue. You will be in direct contact with the customers for any technical assistance required by them.

As a Technical Support Engineer, you will not only resolve the technical faults but also manage the employee profiles and their passwords, install operating systems and softwares and replace the computer systems when required.

Responsibilities

  • Providing appropriate solutions to the technical issues faced by the customers.

  • Providing customer support services in addition to the technical services.

  • Prioritize and deal with the issues in a timely manner

  • Install new operating systems and replace the old ones if required.

  • Execute electrical safety checks to avoid any accident in the future.

  • Keeping track of the customer queries and resolve the issues as early as possible.

  • Make sure that the fault is completely rectified and ensure that it does not appear in the future.

  • Provide correct feedback to customers.

  • Prepare technical support team performance reports.

Requirements

  • BE in Engineering, Computer Networking and Hardware or IT related field.

  • 3 years of working on a relevant position.

  • Customer service experience is a plus point.

  • Certifications such as Linux, Cisco or Unix will be preferred.

  • Ability to diagnose and troubleshoot technical issues.

  • Understanding of remote desktop applications like Teamviewer, Zendesk or others.

  • Good communication and analytical skills.


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