Core Responsibilities

- Troubleshooting and Problem Resolution: Diagnose and resolve technical problems reported via help desks, tickets, phone calls, or chat. This includes tracing issues through logs, APIs, databases,

- Ticket Management and Tracking: Log, prioritize, track, and update support tickets in help desk

- Escalation Management: Handle Tier 2 to Tier 4 issues, passing unresolved or high-severity engineering bugs to software developers, QA teams

- System Maintenance and Monitoring: Monitor network performance, server health, and security posture

- Documentation and Knowledge Sharing: Build and maintain internal and external knowledge bases, FAQs, troubleshooting guides, and post-resolution case notes.

- Cross-Functional Collaboration: Work closely with product management, engineering, and quality assurance teams to report recurring customer pain points and product defects.

- Customer Communication: Explain technical fixes clearly to both non-technical users and enterprise clients, following up to confirm systems run smoothly.

Pay: From ₹40,000.00 per month

Advantages

- Provident Fund

Work Location: In person

📌 Sr. Technical Support Engineer (Satpur Colony)
🏢 The Zenith Group
📍 Satpur Colony