Service Desk Engineer

Job Description

Job Description – Technical Support Engineer

Job Title: Technical Support Engineer
Experience: 1–3 Years
Job Type: Full-Time
Work Schedule: Rotational Shifts (24×7 Support Environment)

Job Summary

We are seeking a Technical Support Engineer to provide first-level technical support to customers via phone, email, and chat. The ideal candidate will troubleshoot technical issues remotely, diagnose problems using appropriate tools, and deliver timely solutions while ensuring a high level of customer satisfaction.

Key Responsibilities
Serve as the first point of contact for customers seeking technical assistance through phone, email, and chat.
Diagnose and troubleshoot hardware, software, network, and application-related issues remotely.
Use diagnostic tools and troubleshooting techniques to identify root causes and provide effective solutions.
Gather customer information and analyze reported issues to determine the appropriate resolution.
Escalate unresolved or complex issues to higher-level support teams when necessary.
Document customer interactions, troubleshooting steps, and resolutions in the ticketing system.
Follow standard operating procedures (SOPs) and ensure adherence to defined Service Level Agreements (SLAs).
Deliver excellent customer service by providing prompt and professional support.
Collaborate with internal technical teams to resolve customer issues efficiently.
Participate in rotational shifts to provide 24×7 technical support.
Required Skills
Strong troubleshooting and analytical skills.
Excellent verbal and written communication skills.
Customer-focused approach with strong interpersonal skills.
Ability to diagnose technical issues using remote support tools.
Good problem-solving and decision-making abilities.
Ability to multitask and work effectively in a fast-paced environment.
Willingness to work in rotational shifts.
Preferred Qualifications
Experience: 1–3 years in Technical Support, IT Helpdesk, Service Desk, or Customer Support.
Bachelor’s degree or diploma in Computer Science, Information Technology, or a related field is preferred.
Key Competencies
Technical troubleshooting
Customer service orientation
Remote support
Incident management
Communication skills
Time management
Team collaboration
Work Environment
24×7 Support Environment
Rotational Shifts
How to Apply

Interested candidates can send their updated resume to careers@cognisive.com.