Technical Support Engineer

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Technical Support Engineer

Gurgaon(Preferred), Bangalore
Posted on 18 Jan 2022


  • up to 10 yrs Exp


  • Manage customer reported problems / escalations from monitoring and other internal teams, by performing complex Investigation and troubleshooting following the process and SLAs
  • Deep level troubleshooting along with detailed Root Cause analysis of problems
  • Work with other teams in the company to resolve technical problems as needed
  • Perform problem management activities to ensure a type of problem does not re occur on other customer environments
  • Ensuring high performance of the service and solution managed
  • Producing system documentation for the customer and support team
  • Updating the call tracking system, providing status updates and action plans, providing customer resolution reports for issues
  • Manage case lifecycle, case escalations internally and externally
  • Work with internal teams and Customers and provide or get in a timely manner all information required to close the case expeditiously

General Skills Required:

  • Good command on English Language communication (Verbal and Written)
  • Past experience of handling Global customers specifically North America and Europe based
  • Experience of working with customers in deployment and support environment
  • Ability to troubleshoot network and application software
  • Flexibility to work in 24×7 environment

Technical Skills Required:

  • Good knowledge and hands-on skills on Operating systems such as LINUX and others
  • Good knowledge on Problem solving and incident management process along with ITIL knowledge.
  • Good understanding of any IT Service Management tool to log, monitor, and document the incidents/tickets.
  • Experience of installing, upgrading, configuring and supporting application software, Linux etc
  • Good technical Knowledge on IP networks, Wi-Fi, LTE connectivity and VSAT solutions with past experience in troubleshooting roles for these technologies