Key Responsibilities

- Handle customer support requests through tickets, calls, and chats.
- Understand customer issues and accurately log and categorize support tickets.
- Perform basic technical checks and troubleshooting to identify the root cause of common issues.
- Guide customers through troubleshooting steps and standard resolutions.
- Use available knowledge bases, FAQs, troubleshooting guides, and standard procedures to resolve issues.
- Escalate complex or unresolved issues to L2/L3 support teams with clear and complete troubleshooting notes.
- Follow up on escalated issues and keep customers informed about the status of their requests.
- Monitor system alerts and identify unusual or potential issues.
- Maintain accurate records of customer interactions and issue resolutions.
- Help maintain and update support documentation, FAQs, and knowledge-base articles.
- Follow defined support processes, SLAs, and escalation procedures.
- Work collaboratively with other technical and support teams to ensure timely issue resolution.

Required Skills





- Basic knowledge of Windows/Linux operating systems.
- Basic understanding of computers, networking, and internet concepts.
- Good verbal and written communication skills.
- Strong customer-service orientation.
- Ability to follow technical procedures and checklists.
- Good troubleshooting and problem-solving skills.
- Strong attention to detail.
- Ability to work effectively in a shift-based environment, including night shifts.
- Willingness to learn current technologies, tools, and systems.

Educational Qualification

- Any graduate degree such as B.Sc, BCA, B.E./B.Tech, or equivalent.
- Relevant technical certifications are an added advantage but are not mandatory.

Nice to Have

- Experience with helpdesk or ticketing platforms such as ServiceNow, Jira, Zendesk, Freshdesk, or similar tools.
- Basic knowledge of AWS, Azure, or GCP.
- Familiarity with command-line tools.
- Previous experience in IT support, technical support, helpdesk, or customer support.

📌 support engineer (Mumbai)
🏢 Cinergy Technology
📍 Mumbai