Job Roles Responsibilities Should have 4 years hands-on experience working in Tier 1 Indian BPO companies as support engineer tech support for troubleshooting diagnosing resolving and supporting product application service-related concerns Provide First-Level Support Respond to customer inquiries and technical issues via call email chat or helpdesk tools Troubleshoot basic problems and guide users through solutions Incident Management Log classify and prioritize issues in the ticketing system Escalate urgent or unresolved issues and follow up on open tickets for timely resolution Basic Troubleshooting Diagnose common issues e g password resets software installations unlocks general-application troubleshooting assisting with connectivity issues etc and use standard industry procedures for quick resolutions Escalation of Complex Issues Identify and escalate complex problems to higher-level support teams with all relevant details Documentation and Reporting Keep accurate records of customer interactions and issues Update knowledge base articles and prepare regular reports on common issues Customer Support and Satisfaction Resolve customer issues quickly and professionally ensuring satisfaction in all interactions Basic System Monitoring Monitor system performance and report any issues or outages to the appropriate teams Routine Tasks Perform regular system checks e g backups updates and assist with onboarding offboarding tasks like setting up accounts and permissions Continuous Learning Stay updated on current tools technologies and processes through training Maintain SLAs Ensure all requests and incidents are managed within SLAs tracking performance and seeking continuous improvement Should be willing to work shifts during US Timing o 8 am EST to 8 pm EST Critical and Mandatory Skills To succeed in this role an individual must be able to perform each essential duty effectively The following requirements reflect the necessary knowledge skills and abilities Communication Co

📌 It Support Engineer (Hyderabad)
🏢 SoftClouds
📍 Hyderabad