Head - Technical Support

Salary : 15-30lpa Job Description : - Attend online meetings with clients to analyze, troubleshoot and diagnose hardware problems. - Actively update, maintain and monitor all aspects of computer networks. - Install and configure computer systems and applications, CCTV Cameras, Networks. - Respond to enquiries and assist in troubleshooting and resolving challenges. - Complete detailed reports listing requests to technical assistance steps taken to resolve them, and the specific dates/individuals involved. - Assist management in creating training materials pertaining to troubleshooting and usage - Act as the initial point of contact for all technical system-related concerns from clients or other employees. - Actively involve in effective coordination with clients, technicians, internal\external stakeholders to complete ongoing and new technical projects in time. - Should be able to resolve client escalations and reduce TAT for technical tickets raised by internal\external teams and to do regular follow-ups in a timely manner. - Should coordinate with the operations team daily and keep all the client sites up and smooth for camera and transactions monitoring with a special attention to dedicated and critical client portfolios. - Work on daily tasks\reports\projects as delegated by Lead Technical Support and other internal and external stakeholders. Requirements : - Preferably an IT Graduate with 10 years of working experience. - Industry-specific certification in relevant computer, networking required. - Proven experience in a heavy customer focus position involving and technical knowledge of products and services. - Excellent negotiation skills required to deal with technicians and clients to keep the installation and maintenance costs low. - Keep himself abreast with the existing and latest tools, hardwares and technologies in the areas of remote networking, configuration, installations, POS & Surveillance industry domain. - Comfortable working in and assisting others through company help desk software, in addition to other remote access desktop programs. - Extensive experience working with different operating systems. - Time-management skills and the ability to establish reasonable and attainable deadlines for resolution. - Ability to prioritize and manage several milestones and projects efficiently. - Professional written and interpersonal skills are essential when communicating with customers and clients. - Experience installing and configuring computer systems and applications for a large company. - Accept constructive criticism and customer feedback regarding their experience with software, hardware and IT services. Major Skills : Remote Networking, Routers Configuration, Port Forwarding, CCTV\DVR Installations, Managing Wifi Devices, POS Configuration, Remote Installations, Troubleshooting Good communication skills and should be able to interact with technician\engineers\clients in USA (ref:hirist.tech)

Location: karnal, IN

Posted Date: 2/14/2025