JD for Technical Support Engineer Level 1

The Technical Support Engineer (TSE) Level 1 will have sufficient product knowledge and experience to resolve general inquires and the majority of technical support issues received from customers and internal external partners around the globe. This includes pre post production support and monitoring the system through Alerts. A TSE Level 1 is the first escalation point within the Support organization. The TSE Level 1 is capable of and responsible for performing the tasks of a Level 1 Customer Care Specialist, when needed. The TSE will work on issues and provide a resolution to the customer in a timely manner according to SOPs.

Mandatory Skills

- The ideal candidate will have a degree in Computer Science or Electrical Engineering, and/or a minimum 3 years experience in providing customer/technical support.
- Must have in-depth knowledge of various Microsoft Windows Operating systems
- Ability to demonstrate a working understanding or fundamental knowledge of digital imaging (CAD) technology
- Experience in providing contact center support
- Experience utilizing call management and trouble ticketing systems
- Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, drawing valid conclusions and appropriate resolutions
- Excellent oral and written communication skills(Must speak fluent English)
- Effective listening skills
- Possesses strong customer relation skills
- Ability to prioritize appropriately and multi-task effectively
- Strong problem-solving, analytical, follow-up skills and detail oriented
- Strong team player
- Demonstrates flexibility




- Ability to work effectively under pressure in a rapid-paced, changing environment

Experience

3- 5 years

Key Responsibilities

- Diagnose, isolate and/or resolve Level 1 technical software and Infrastructure issues
- Problem diagnosis, root cause analysis (work with L2/product development team) corrective action
- Handle requests presented from any customer, partner or site worldwide
- Respond to email requests received, in accordance with service level agreements, SOPs and performance metrics
- Handle cases assigned over, due to differences in time zones work balancing
- Identify and escalate priority issues appropriately
- Generate Out of Production notifications
- Perform all required tasks in a timely, professional manner and within service level objectives
- Provide responsive and effective solutions
- Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers
- Continuously strive to increase product and business knowledge
- Provide product training to Level 1 and act as a mentor to new Technical support personnel
- Provide recommendations for process improvement
- Provide ad hoc reports and perform other support office duties, as assigned

Work Location

Remote

Working in shifts

NO

Qualification (Education)

Education: Bachelors degree in Computer Science, Engineering, or related field, or equivalent practical experience.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 PARTNER CONSULTANT - CMMS Application Support (Karnataka)
🏢 Happiest Minds Technologies
📍 Karnataka