Technical Support Engineer

Ahmedabad, Gujarat, India

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* Excellent communication skills and ability to discuss and troubleshoot issues with Native English Speakers * Efficiently handling incoming voice calls and acting as the first point of contact for service request calls & requisitions through voice support. * Telephonic support to End Users and coordination with Vendors, Client Problem Management team, and other Support teams. * Provide phone and help desk support for local and off-site users. * Provide network troubleshooting and support, as well as end-user software and hardware troubleshooting. * Record detailed incident descriptions in the call tracking system and follow up to resolve issues, ensuring customer satisfaction. * Answer and manage incoming calls, emails, chats, and/or interactive voice response systems * Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner * Diagnose and troubleshoot technical issues, including account setup and network configuration * Ask customers targeted questions to quickly understand the root of the problem * Talk clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue * Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) * Provide prompt and accurate feedback to customers. * Refer to the internal database or external resources to provide accurate tech solutions * Follow up with clients to ensure their IT systems are fully functional after troubleshooting. * Document technical knowledge in the form of notes and manuals

* Active Directory/User management/ Troubleshooting * Office 365-Outlook Troubleshooting & Microsoft O365 administrator skills is must * Sharepoint Administrator skills * Intune Administrator (Advantage) * Windows and system application Troubleshooting * Knowledge of Technical Terms DNS/DHCP/VPN/Network etc. * Knowledge/Experience of Backup tools * Knowledge of Ticketing tools and SLA. * Knowledge of Server/Network Monitoring Tools * Excellent analytical skills, written and verbal communication. * Experience as a technical specialist in customer-facing roles * Strong task management skills * Customer focused with a passion for resolving unique problems * Must have on-call support experience * International client support experience (Preferred) * Basic knowledge of AWS and Linux (Advantage)