Job Description

Department :Customer Care Department Position :Technical Support Engineer Location :Ahmedabad Experience :2+ yrs Qualification :BE/B.Tech/ME/M.Tech/BCA/MCA/BSc & MSc IT/Diploma
Job Responsibilities Initial troubleshooting and support of Mantra hardware, software & accessories Escalating problems to Technical Support Level 2 & Tiger Team when standard troubleshooting techniques and databases cannot provide an adequate solution. Entering all incoming calls records in the call tracking system Working with Field Service Engineering if onsite troubleshooting is required. Dispatching a Field Service Engineer either from Mantra for onsite services. Providing a consultation to an Mantra customer who needs to upgrade the functionality and availability of their software and services. Assisting in the upkeep of the local technical support lab and provide enhancements when required. Assisting in the troubleshooting of customer problems by replicating problems. Encourage our customers to use SERVICO tools as much as possible, and guide the customer to use self service knowledge base. Job Requirements Candidate must possess a Diploma or Bachelor's Degree preferably in Engineering or equivalent experience. With at least 1 years of working experience in the related field specializing in Technical & Help desk Support or equivalent on call support. Experience / Knowledge of personal computers required. Experience with network operating systems and SQL language preferred. Demonstrated ability to understand and explain technical information. Ability to solve customer problems via telephone. Excellent verbal and written communication skills. Fluent in English communication.