Service Desk Engineer

Job Description

Job Description (JD)
Job Title

Technical Support Engineer / Technical Support Executive

Employment Type
Full-time
Job Summary

We are looking for a customer-focused Technical Support Engineer to provide first-level technical assistance to customers via phone, email, and chat. The ideal candidate should possess strong troubleshooting skills, excellent communication abilities, and the capability to work efficiently in a 24/7 rotational support environment while ensuring high levels of customer satisfaction.

Key Responsibilities
Customer Support
Serve as the first point of contact for customers seeking technical assistance.
Provide support through phone, email, and chat channels.
Understand customer issues and provide timely resolutions.
Deliver excellent customer service while maintaining professionalism.
Technical Troubleshooting
Perform remote troubleshooting using diagnostic techniques and support tools.
Analyze customer-reported issues and identify root causes.
Recommend and implement the most appropriate technical solutions.
Escalate unresolved or complex issues to higher-level support teams when required.
Incident Management
Accurately document customer issues and troubleshooting activities.
Track incidents until successful resolution.
Ensure adherence to service-level agreements (SLAs).
Communication
Communicate technical solutions clearly to customers.
Interact effectively with users across all organizational levels.
Maintain regular updates with customers throughout the resolution process.
Required Qualifications
Bachelor’s Degree / Diploma in:
Computer Science
Information Technology
Electronics
Engineering
Any relevant discipline
Experience
1–3 years of experience in:
Technical Support
IT Helpdesk
Service Desk
Customer Technical Support
Application Support
Required Technical Skills
Technical Troubleshooting
Remote Support
Diagnostic Tools
Incident Management
Ticket Handling
Customer Support
Hardware & Software Troubleshooting
Basic Networking Knowledge
Required Soft Skills
Excellent verbal communication skills
Excellent written communication skills
Customer service orientation
Strong analytical and problem-solving skills
Active listening skills
Time management
Ability to work under pressure
Team collaboration
Attention to detail
Work Environment
24×7 Support Environment
Rotational Shifts
Remote troubleshooting-based support
Preferred Candidate Profile
Strong customer-first attitude.
Ability to handle multiple support requests simultaneously.
Comfortable working in rotational shifts.
Quick learner with excellent troubleshooting capabilities.
Able to communicate effectively with technical and non-technical users.
How to Apply

Interested candidates can send their updated resume to:

Email: careers@cognisive.com