Tech Support Jobs in Bangalore - HashInclude Computech Pvt Ltd

Responsibilities

• Research and identify solutions to customer issues

• Diagnose and troubleshoot technical issues, including onboarding, network & product configuration.

• Ask customers targeted questions to quickly understand the root of the problem

• Track computer system issues through to resolution, within agreed SLA’s.

• Talk clients through a series of actions, either via email or chat, until they’ve solved a technical issue.

• Properly escalate unresolved issues to appropriate internal teams (e.g. Engineering Team)

• Provide prompt and accurate feedback to customers

• Refer to internal database or external resources to provide accurate tech solutions

• Ensure all issues are properly logged

• Prioritize and manage several open issues at a time

• Follow up with clients to ensure that product is fully functional after troubleshooting.

• Document technical knowledge in the form of notes and manuals

• Maintain jovial relationships with clients

Requirements

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

• Hands-on experience with Windows/Linux/Mac OS environments

• Ability to diagnose and troubleshoot basic technical issues

• Familiarity with remote desktop applications and help desk software (eg. MS Teams ,Freshdesk , Anydesk, TeamViewer etc)

• Excellent problem-solving and communication skills

• Ability to provide step-by-step technical help, both written and verbal

• Bachelor’s degree in Information Technology, Computer Science or relevant field

• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus