Customer Support Engineer - Chaibasa - Sysnet

    Sysnet
    Sysnet Chaibasa

    8 hours ago

    Full time
    Description

    Key Responsibilities

    • Provide timely and effective technical support to customers for product-related issues
    • Troubleshoot and resolve technical problems through root cause analysis
    • Install and implement new programs, upgrade operating systems, and perform hardware upgrades
    • Perform data backup activities and execute data recovery processes when required
    • Analyze customer-reported issues and implement appropriate corrective actions
    • Keep customers proactively informed about issue status and resolution progress
    • Maintain professional and courteous communication with customers at all times
    • Develop and maintain in-depth knowledge of products and services
    • Stay updated on product enhancements, updates, and newly released features
    • Escalate complex technical issues to appropriate internal teams and track them until closure
    • Follow up with customers to ensure escalated issues are resolved satisfactorily
    • Collect customer feedback regarding service experience and share insights with relevant teams
    • Collaborate with cross-functional teams including logistics to ensure defective or unused parts are returned promptly after service calls
    • Check environmental parameters such as earthing to ensure proper functioning of products

    Qualifications

    • Diploma or Degree in a relevant field

    Knowledge & Technical Skills

    • Knowledge of desktop operating systems such as Microsoft Windows
    • Understanding of product problem symptoms and associated root causes
    • Proficiency in hardware installation, troubleshooting, and maintenance
    • Familiarity with networking concepts, protocols, and troubleshooting techniques
    • Experience in software installation, configuration, and technical support
    • Knowledge of antivirus solutions, firewalls, and IT security best practices

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