Jr. Engineer - Tech Support

Role: Jr Engineer - Tech Support

Location: Bangalore North

Experience: 3 years

A Tech Support engineer is a resource with hands-on experience in IT Hardware. He shall leverage IT hardware knowledge and appropriate best practices to support customers and strive to be their trusted technical contact. This job also provides the opportunity to travel, and work with other engineers on leading-edge designs & technology solutions.

Roles & Responsibilities:

• Be 1st line of support for customer issues
• Leverage knowledge of IT hardware and technology products to diagnose, identify and fix the root cause
• Create incident and problem reports post-resolution
• Follow internal and vendor escalation matrix to be in line with resolution TATs
• Update progress and resolution information on the ticketing system with 100% compliance
• Work with vendors to process RMA requests for hardware replacements
• Prepare and maintain documentation pertaining to spares and RMAs
• For new orders from customers, perform a thorough check on IT Hardware and maintain necessary documentation records while receiving and dispatching the orders
• Maintain the Lab infrastructure and facilitate the testing for vendors and customers
• Support internal IT systems and users in case of any issues reported
• Follow the training schedules from OEMs and be up to date with IT hardware trends
• Extend support to the sales team in building Bill of Materials and handle technical sign-offs on Bill of materials
• Handle onsite implementation for IT Hardware and allied solution
• Provides day-to-day guidance and mentoring to the new and existing teams on Products, Services & Solutions
• Participates in project-specific technical team activities for fulfilling customer projects/implementations

Requirements

General:

• 3+ years in the above-mentioned capacity
• Experience in hands-on delivery of IT Hardware platforms and Solutions
• Effective verbal, written communication skills,
• Self-starter as well as a Team player

Job-related Skills:

• Field experience or hands-on practice or knowledge of multi-disciplinary server systems
• A broad knowledge of Windows Server and Linux-based operating systems
• Working knowledge of Virtualisation & SAN technologies
• Experience working with TCP/IP networking, switches, NIC's and routers
• A clean, detailed and clear documentation practitioner
• Well-versed with theoretical IT principles and their applications in real life
• Comfortable in dealing with complex, abstract or vague problems
• Ability to effectively communicate technical information to non-technical audiences
• Proficient in latest MS-Office tools, web usage and web-based tools
• Ability and affinity to respond quickly
• Excellent oral and written communication skills

Educational Qualifications:

• Accredited education in engineering and/or computer technologies
• Advanced skills relating to Cloud / Deep Learning / Security