Job Title: Technical Support Engineer
Experience: 2-3 Years
Location: Delhi
Employment Type: Full-Time
Shift: Day

About the Role

Key Responsibilities
- Analyze customer-reported problems and identify root causes.
- Escalate complex technical issues to higher-level support teams when required.
- Monitor support queues and ensure tickets are resolved within defined SLAs.
- Document troubleshooting steps, resolutions, and customer interactions accurately.
- Collaborate with Engineering, Product, and Operations teams to resolve recurring issues.
- Assist customers with product setup, configuration, and usage guidance.
- Perform system health checks and basic diagnostics.
- Create and maintain knowledge base articles and support documentation.
- Participate in shift rotations and on-call support, if required.

Required Qualifications
- Bachelor's degree or diploma in Computer Science, Information Technology, Electronics, or a related field.
- 2-3 years of experience in Technical Support, IT Help Desk, Service Desk, or Application Support.




- Robust understanding of operating systems (Windows, Linux, macOS basics).
- Basic knowledge of networking concepts such as TCP/IP, DNS, DHCP, VPN, and firewalls.
- Experience with ticketing tools such as ServiceNow, Jira, Zendesk, Freshdesk, or similar platforms.
- Familiarity with remote troubleshooting tools.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.

Preferred Skills
- Knowledge of SQL for basic query execution and troubleshooting.
- Exposure to cloud technologies such as Amazon Web Services, Microsoft Azure, or Google Cloud.
- Understanding of APIs, log analysis, and monitoring tools.
- ITIL Foundation certification (preferred).
- Basic scripting knowledge (PowerShell, Bash, Python) is an advantage.

Key Performance Indicators (KPIs)
- First Response Time (FRT)
- Ticket Resolution Time
- First Call Resolution (FCR)
- SLA Compliance
- Customer Satisfaction (CSAT)
- Tic

📌 Technical Support Executive (South Delhi)
🏢 Vizara Technologies Private
📍 South Delhi