JOB PURPOSE

The role involves troubleshooting, installation support, user training, and coordination with development or service teams to resolve issues quickly and effectively.

ROLES & RESPONSIBILITIES

• Provide first-line and second-level technical support for equipment, systems, and software applications.
• Troubleshoot and resolve technical issues related to hardware and application errors.
• Assist in the setup, configuration, and testing of new equipment and systems at customer sites or remotely.
• Maintain a detailed log of customer issues, actions taken, and resolution status using ticketing
• Collaborate with engineering, QA, or vendor teams for complex problem resolution or escalations.
• Deliver remote or on-site training to users on proper equipment handling and software usage.
• Support periodic updates, patches, or upgrades of systems and applications as required.
• Monitor performance and health of deployed equipment and proactively identify faults or failures.
• Follow service-level agreements SLAs for response and resolution time and ensure customer satisfaction.
• Prepare technical documentation, FAQs, and support materials for recurring issues.
• Participate in product testing, feedback gathering, and improvement suggestions for better user experience.
• Maintain awareness of the full portfolio of supported systems and stay updated on new feature releases or system changes.

EDUCATIONAL QUALIFICATIONS & EXPERIENCE

• Degree or Diploma in Electronics, Mechanical & Electrical engineering or a related technical field.
• 2–5 years of experience in technical support for both hardware equipment and software applications.
• Familiarity with common diagnostic tools, remote support platforms, and service management tools
• Working knowledge of operating systems Windows, Linux, Android, networking, and system integration.
• Ability to read and interpret technical manuals, circuit diagrams, or API documentation.
• Strong communication and problem-solving skills to support both technical and non-technical users.
• Willingness to travel to client locations when required and work in a team-oriented support environment.