Tech Support Executive Job in Awapal Solutions Pvt. Ltd.

Job Responsibilities

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback
• Refer to internal database or external resources to provide accurate tech solutions
• 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 jovial relationships with clients

Required Technical Skills

• Hands-on experience with Windows/Mac OS environments.
• Familiarity with remote desktop applications and help desk software (eg. Any desk).
• VPN technology and redundancy, other security measures
• Writing commands and workflow processes.
• SQL
• CRMs

Education

• BS degree in Information Technology, Computer Science or relevant field
• Good understanding of computer systems, mobile devices and other tech products.
• Additional certification in Microsoft, Linux or similar technologies is a plus
• Excellent problem-solving and communication skills.