Support Engineers
Proven Support Engineer with expertise in Dialer
2 - 6 years
Not Disclosed
Job Description
We are looking for a dedicated Technical Support Engineer who is passionate about solving technical issues and delivering exceptional customer support. The ideal candidate should have strong troubleshooting skills, excellent communication abilities and a customer-first mindset.
Roles and Responsibilities
- • Provide technical support to customers through phone, email, chat and remote sessions.
- • Diagnose, troubleshoot and resolve hardware, software and network-related issues.
- • Install, configure and maintain telecom and IT products.
- • Record, track and document support requests using the ticketing system.
- • Escalate unresolved technical issues to the appropriate teams.
- • Monitor system performance and ensure maximum uptime.
- • Assist customers with product setup, upgrades and maintenance.
- • Create and maintain technical documentation and user guides.
- • Ensure timely issue resolution while maintaining high customer satisfaction.
- • Coordinate with internal teams to improve product performance and support quality.
Required Skills
- • Strong knowledge of networking, Windows, Linux and basic database concepts.
- • Excellent troubleshooting and analytical skills.
- • Familiarity with VoIP, IP-PBX, GSM Gateway, PRI, or telecom solutions is an advantage.
- • Good communication and interpersonal skills.
- • Ability to work under pressure and meet service-level agreements (SLAs).