Technical Support Engineer

Key Responsibilities

• Act as the primary point of contact for customers and end users regarding IT-related issues and Loctell hardware and software product-related queries.
• Provide technical support to customers by identifying, diagnosing, and troubleshooting hardware, software, networking, and system-related issues.
• Troubleshoot internet connectivity issues, slow system performance, and other technical problems on client computers.
• Manage the installation, configuration, maintenance, and troubleshooting of software applications.
• Develop a thorough understanding of Loctell hardware and software products to provide effective remote technical assistance and resolve customer issues.
• Diagnose and troubleshoot basic networking issues related to CCTV systems, routers, switches, and internet connectivity.
• Maintain accurate documentation of technical issues, troubleshooting steps, resolutions, and customer interactions.
• Escalate complex or unresolved technical issues to the appropriate internal departments and coordinate for timely resolution.
• Ensure timely responses to customer queries and provide effective technical solutions to maintain customer satisfaction.
• Coordinate with internal technical teams to ensure smooth issue resolution and service delivery.

Qualifications

• Education qualification: ITI, Diploma, or Bachelor's Degree in Computer Science, Information Technology, Electronics, Electrical Engineering, or a related technical field.
• Strong verbal and written communication skills with the ability to explain technical solutions clearly to customers.
• Proficiency in English is preferred.
• Knowledge of regional languages such as Kannada, Tamil, Telugu, and Hindi will be an added advantage.
• Basic knowledge of computer hardware, software installation, operating systems, and troubleshooting techniques.
• Good understanding of networking fundamentals, including CCTV systems, switches, routers, and internet connectivity.
• Ability to troubleshoot internet connectivity problems, slow system performance, and common software-related issues.
• Strong analytical, problem-solving, and customer-handling skills.
• Willingness to learn and develop technical expertise in Loctell hardware and software products.
• Ability to work independently as well as collaboratively with internal technical teams.
• Must be willing to work 6 days a week in rotational shifts.