Technical Support Engineer - Rotational Shift

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February 12

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Braves Technologies

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B2B • Information Technology • SaaS

Braves Technologies is a company that specializes in helping global technology companies establish dedicated offshore software development teams in India. Founded in 2003, Braves offers extensive expertise in engineering, human resources, and IT consulting, facilitating the incubation and management of talent across various technology domains.

51 - 200 employees

Founded 2003

🤝 B2B

☁️ SaaS

📋 Description

• Acts as a customer advocate, responsible for resolving customer requests both internally and externally. • Responsible for handling Customer incidents/requests for technical assistance via phone or electronically. • Responsible for grabbing all necessary logs and backups in a timely manner upon ticket intake. • Diagnosis and resolution of Customer hardware and software issues. • Ownership of mainly P1 -P3 customer incidents through resolution, including working cross-functionally with other departments. • Identifies customer issues, finds solutions, or proceeds with the escalation process to another department. • Provides remote technical assistance with regards to software and hardware issues, installation, troubleshooting, and configuration. • Documents clear descriptions of issues from customers and clearly log continuous progress of issues and the resolution the life of the ticket to keep customers informed throughout the process. • Manages Incidents, ensures customers are updated and communicated to regularly, and incidents are escalated and followed-up on in a timely manner. • Proactively works with clients to ensure system uptime and optimal use of system functionality. • Maintains a positive customer service attitude. • Develops technical documentation, FAQs, and maintains a knowledge database. • Maintains up-to-date industry technical knowledge. • Actively participates in Team Meetings and provides training to others on the team as knowledge is developed. • Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in to achieve desired company objectives. • Assist with larger Team Projects for continuous improvement and acts as a lead on smaller projects.

🎯 Requirements

• Bachelor’s degree in engineering, computer engineering, networking, or IT-related preferred • High level of Customer Service attitude and aptitude. • Minimum 2-5 years of experience troubleshooting networking, software, hardware, and communications technologies. • Understanding and ability to execute SQL queries and commands. • Experience working with an Incident Management System. • Strong communication skills including oral, written, and customer approach. • Strong knowledge of hardware and software components. • Strong Time Management Skills. • Strong understanding of Microsoft Windows and SQL servers. • Experience in a Technical Support environment. • Self-motivated and the ability to work independently.

🏖️ Benefits

• Competitive Salary • Hybrid work culture • Flexible work timings • Family Group Medical Health Insurance / Group Accidental Insurance • Leave encashments (Gross, not just base salary) • Regular Fun and Sports activities / Birthday/Anniversary Celebrations • Other benefits like Gratuity, PF/VPF, maternity, etc.