IT Technician/Network Technician

About the Role :

We are seeking a motivated and technically proficient Support Engineer to join our growing team. In this role, you will be responsible for providing timely and effective technical support to our customers. You will be a key part of our technical support team, ensuring customer satisfaction and building strong relationships.

We are looking for individuals who have the below capabilities :

Good knowledge and understanding of apis is a must

Should be efficient in analyzing logs

Experience with cloud platforms (AWS, Azure, GCP) is a plus.

Familiarity and expertise with any one ticketing tool

Job Responsibilities

Provide technical support :

Diagnose, troubleshoot, and resolve technical issues related to our products and services.

Respond to customer inquiries via phone, email, and chat.

Provide remote support and guidance to customers.

Document troubleshooting steps and resolutions for future reference.

Customer Relationship Management

Build and maintain positive customer relationships.

Communicate clearly and effectively with customers on technical issues.

Manage customer expectations and ensure timely resolution of issues.

Knowledge Base Management

Contribute to and maintain internal and external knowledge base articles.

Stay updated on product releases, features, and best practices.

Teamwork And Collaboration

Collaborate effectively with other support engineers, engineers, and product managers.

Participate in team meetings and knowledge sharing sessions.

Qualifications And Other Requirements

Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.

Experience: 4+ years of experience in a technical support role or related field.

Soft Skills

Excellent communication and interpersonal skills, both written and verbal.

Strong problem-solving and analytical skills.

Ability to work independently and as part of a team.

Strong customer service orientation and empathy.

Good time management and organizational skills.

Other

On-call availability may be required.

Ability to work in a fast-paced and demanding environment.

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