Shine.com
Website:
shine.com
Job details:
A Technical Support Engineer (TSE) provides high-level technical assistance to customers or internal employees who are experiencing issues with software, hardware, or network systems. Unlike general customer support, this role requires deep technical troubleshooting knowledge.
- Key Responsibilities:
- Technical Troubleshooting: Diagnosing and resolving complex hardware, software, or network connectivity issues.
- Remote Support: Using remote desktop tools (like AnyDesk or TeamViewer) to access user systems and fix problems directly.
- Documentation: Creating "Knowledge Base" articles or FAQs for common technical problems and their solutions.
- Escalation: Identifying critical bugs and escalating them to the software development or engineering teams.
- Product Installation: Helping clients set up, install, and configure specialized software or hardware products.
- Experience Requirements:
- Freshers (0-1 year): Usually requires a degree in Computer Science or IT. Knowledge of operating systems (Windows/Linux) and basic networking is essential.
- Mid-Level (2-5 years): Experience with specific enterprise tools (like Active Directory, Servers, or SQL databases) and handling Level 2 (L2) or Level 3 (L3) support tickets.
- Senior Level (5+ years): Leading technical support teams, managing Service Level Agreements (SLAs), and optimizing the support workflow.
- Technical Skills Required:
- Operating Systems: Windows Server, Linux (RHEL/Ubuntu), and macOS.
- Networking: Knowledge of DHCP, DNS, IP addressing, and VPNs.
- Hardware: Basic understanding of servers, routers, and peripheral devices.
- Ticketing Tools: Jira Service Management, ServiceNow, or Zendesk.
- Average Salary:
- Entry Level: 3 Lakhs - 5.5 Lakhs per year.
- Experienced: 8 Lakhs - 15 Lakhs+ per year (Higher in Product-based companies).
This job is provided by Shine.com
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