/ Senior Inside Support Engineer

Senior Inside Support Engineer

Desired Experience in Years : 3-5
Number of Openings : 4
Location/s : Hyderabad
We are looking for a Senior Inside Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. The responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use screen sharing and other similar applications to give clients quick answers to simple IT issues. For more complex problems that require specific instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

Responsibilities

  1. Research and identify solutions to software and hardware issues.

  2. Diagnose and troubleshoot technical issues, including account setup and network configuration.

  3. Ask customers targeted questions to quickly understand the root of the problem..

  4. Track computer system issues through to resolution, within agreed time limits.

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

  6. Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).

  7. Provide prompt and accurate feedback to customers..

  8. Refer to internal database or external resources to provide accurate tech solutions.

  9. Ensure all issues are properly logged.

  10. Prioritize and manage several open issues at one time.

  11. Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

  12. Prepare accurate and timely reports.

  13. Document technical knowledge in the form of notes and manuals.

  14. Maintain jovial relationships with clients.


Requirements

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

  2. Hands-on experience with Windows/Linux/Mac OS environments.

  3. Good understanding of computer systems, mobile devices and other tech products

  4. Ability to diagnose and troubleshoot basic technical issues

  5. Familiarity with remote desktop applications and help desk software (eg. Zendesk).

  6. Excellent problem-solving and communication skills.

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

  8. BS degree in Information Technology, Computer Science or relevant field.

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


Benefits/ Compensation

  1. Salary - Best in the Industry.

  2. Incentive - Best in the Industry.

  3. Medical Policy for the Candidate Family.

  4. Career Growth.


Company Mission

Current India is walking towards Atmanirbhar Bharat, and the Government of India has taken a huge initiative at the policy-making level to make it happen by releasing the Vision Document on Electronics Manufacturing Roadmap to make India a powerhouse to reach USD 300Bn in electronics manufacturing by 2026 from a current USD 75Bn.

Make in India (MII) is one such subset Initiative where the Government of India has asked all Government Departments (55,000 in GeM) to buy only Make In India IT Hardware products (where local content is 51% or Class 1 Supplier) this has opened the doors for many Indian brands like RDP to take part in nations mission by manufacturing most affordable high quality make in India IT Hardware products from India to the World by becoming Local Champions.

PLI (Production Linked Incentives) is also a special incentive by the Government of India to local manufacturers to be competitive in the global markets. 


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