Role & responsibilities

1. Customer Support:Provide second-level technical support to customers via phone, email, and remote sessions.

Diagnose and resolve complex technical issues related to software, hardware, and network congurations.

-> Escalate unresolved issues to Level 3 support or appropriate teams as necessary, ensuring timely resolution.

2. Technical Troubleshooting: Analyse logs, error messages, and system congurations to identify root causes of issues.

->Utilize debugging tools and techniques to perform thorough investigations.

->Reproduce customer issues in a lab environment to understand problems and develop

solutions.

3. Documentation and Knowledge Management: Document troubleshooting steps and resolutions in the ticketing system.

->Create and update knowledge base articles to assist customers and support sta .

->Share knowledge with team members through training sessions and collaboration.

4. Product Knowledge:





->Maintain deep understanding of company products and services.

->Stay updated on new features, functionalities, and technology trends.

->Provide feedback to product development teams regarding customer issues and

enhancement requests.

Preferred candidate profile

Technical Skills

• Prociency in operating systems (Windows, Linux, macOS).

• Strong understanding of Networking Concepts (TCP/IP, DNS, Active Directory-Domain

Controller, VPN)

• Strong understanding in Firewalls (Sophos, FortiGate etc.)

• Strong understanding in Microsoft Products (Email Migration, Outlook, Microsoft O ice

365 Admin Panel etc.)

• Familiarity with databases (MSSQL, MySQL etc.)

• Knowledge of Biomatrix, EPABX

• Experience with support ticketing systems and remote support tools.

Perks and advantages

📌 Technical Support Engineer (Vadodara)
🏢 Bluechip Gulf IT Services
📍 Vadodara