About Company

This organization is a global technology services and consulting company that helps businesses accelerate their digital transformation journey. It delivers innovative IT solutions across cloud computing, software engineering, cybersecurity, infrastructure management, data analytics, artificial intelligence, and enterprise applications. With a strong focus on customer success, the company serves clients from multiple industries by providing reliable technology solutions, continuous innovation, and high-quality support services.

Role Overview

As a Support Engineer, you will play an important role in ensuring the smooth functioning of IT systems by resolving technical issues reported by customers or internal users. The position involves diagnosing problems, providing timely solutions, maintaining proper documentation, and collaborating with technical teams to deliver an excellent support experience. This role is ideal for individuals who enjoy troubleshooting, problem-solving, and learning new technologies in a fast-paced environment.

Roles & Responsibilities

• Investigate, troubleshoot, and resolve technical support tickets within agreed response timelines.
• Analyze software, hardware, network, or application-related issues and provide effective solutions.
• Communicate with customers to gather issue details, explain resolutions, and provide status updates.
• Record troubleshooting steps, solutions, and technical documentation for future reference.
• Escalate complex technical issues to senior engineers whenever required.
• Monitor support requests to ensure timely closure and customer satisfaction.
• Work closely with cross-functional teams to identify recurring issues and recommend improvements.
• Stay updated with new technologies, tools, and industry best practices to enhance technical expertise.
• Follow organizational support processes and maintain service quality standards.
• Contribute to continuous improvement initiatives that enhance operational efficiency and customer experience.

Qualification

• Bachelor’s degree in Computer Science, Information Technology, Electronics, or a related engineering discipline.
• Fresh graduates or candidates with relevant internship or support experience are encouraged to apply.
• Basic understanding of IT infrastructure, operating systems, networking concepts, and enterprise applications.
• Strong analytical thinking with the ability to diagnose and resolve technical issues efficiently.
• Good verbal and written communication skills for customer interaction and documentation.
• Willingness to work in rotational shifts if required by the business.
• Ability to work effectively both independently and as part of a collaborative team.

Required Skills

Technical Skills

• Technical troubleshooting and issue resolution
• Windows and Linux operating systems (basic knowledge)
• Networking fundamentals (TCP/IP, DNS, DHCP)
• Incident and ticket management tools
• Software and application support
• Basic database concepts
• System monitoring and log analysis
• Documentation and knowledge management
• Microsoft Office and productivity tools
• Understanding of IT service management (ITSM) concepts

Soft Skills

• Excellent problem-solving ability
• Strong communication and interpersonal skills
• Customer-focused approach
• Time management and prioritization
• Attention to detail
• Analytical thinking
• Adaptability and willingness to learn
• Team collaboration
• Ability to work under pressure
• Professional attitude and accountability