Role : Technical Support Engineer
Experience : 0 - 2 years
Location : Visakhapatnam
Role Summary
We are looking for a motivated Technical Support Engineer (0–2 years experience) to provide first-level support to US-based customers. The ideal candidate should have strong communication skills, basic IT and networking knowledge, and the flexibility to work in rotational shifts.
Essential Functions
- Provides frontline technical support to US-based customers through calls, emails, and chat interactions.
- Handles inbound support requests, resolving or escalating technical issues in line with company procedures.
- Understands and follows predefined troubleshooting procedures and standard operating protocols.
- Maintains accurate and detailed documentation of customer interactions and issues in the ticketing system.
- Ensures all service level agreements (SLAs) and response times are consistently met or exceeded.
- Collaborates with internal teams and escalates complex issues as needed.
- Manages assigned tickets and tasks independently while meeting deadlines.
Required Qualifications
- Graduate degree in Information Technology, Computer Science, or related discipline.
- 0–2 years of experience in a Technical Support or IT Helpdesk environment.
- Ability to comprehend and communicate effectively with US-based customers (including understanding the US accent).
- Basic knowledge of networking concepts.
- Flexibility to work in rotational shifts, including weekends and holidays.
Soft Skills
- Ability to follow standard processes and work in a structured environment.
- Communicates effectively with customers, clearly explaining solutions and managing expectations.
- Positive attitude and team-oriented mindset.
- Proactive approach to issue resolution and continuous improvement.