We are looking for smart and committed individuals for the role of Support Engineer. As a Support Engineer you will be responsible for providing demonstrations, trainings, support, stakeholder management, requirement gathering and related activities.

Experience:
0-2 years

Location:
Mumbai

Responsibilities:
• Serve as the first point of contact for customers seeking technical assistance over the phone or email or in person.
• Collaborating with the team to effectively document business processes
• Assist in providing holistic solutions that address the challenges faced by the customer
• Assist the stakeholders to define user acceptance tests for recent or improved business processes and IT systems.
• Checking and analysing derived requirements that meet the customers’ requests
• Take part in meetings with stakeholders and assist in presenting issues and solutions both verbally and in writing
• Tech savvy with working knowledge of office automation products, databases (RDBMS preferred) and IT related terms.
• Good understanding of computer systems, mobile devices and other tech products.
• An in-depth understanding of the software and equipment used by the customers/ organization.
• Taking ownership of customer issues reported and seeing problems through to resolution
• Ask customers targeted questions to quickly understand the root of the problem




• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Track reported issues through to resolution, within agreed time limits
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain good relationships with internal team and client-side stakeholders
• Ensuring that the appropriate documents, manuals, etc., are up to date and readily available Qualifications &

Skills:
• Bachelor’s degree in Information Technology, Computer Science or relevant field
• Knowledge using Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Ability to provide step-by-step technical help, both written and verbal
• Language proficiency in English and Hindi
• Proficiency in Marathi language is a plus
• Logical thinker and ability to deal with difficult stakeholders
• Good interpersonal and Customer care skills
• Excellent problem-solving and communication skills

📌 Support Engineer (Mumbai)
🏢 Kran Consulting
📍 Mumbai