Level 1 Technical Support Engineer
Committed to making technology-driven solutions useful, useable, and affordable, Mithi Software Technologies Pvt. Ltd., is a leading cloud-based SaaS solutions provider of business communication and data lifecycle management solutions that delivers high performance at optimal costs.
With a rich history of pioneering product ventures and a strong focus on innovation, Mithi has been at the forefront of software product development for years. Our team brings together extensive experience in building cutting-edge software products across multiple generations of technology.
At Mithi Technologies, we foster a collaborative and inclusive work environment that encourages creativity, continuous learning, and personal growth. We value diversity and believe in creating opportunities for everyone to thrive and excel in their roles.
Join us as we embark on an exciting journey to empower businesses worldwide with on-demand data lifecycle management services.
Position Summary
- As an L1 Technical Support Engineer, you will play a crucial role in providing technical assistance and resolving customer inquiries and issues. You will serve as the initial point of contact for customers, ensuring timely and effective resolution of problems. Your responsibilities will include troubleshooting, collaborating with internal teams, documenting customer issues, and ensuring customer satisfaction.
RESPONSIBILITIES:
As part of the technical team, your role will include the following in either a lead or a collaborative role:
- Serve as the first point of contact for all inbound inquiries and problem reports from customers.
- Respond to customer tickets within specified SLA commitments on various customer service channels.
- Update and maintain the customer information database and resolve technical issues through thorough research, lab-based issue reproduction, and troubleshooting.
- Collaborate with other technical support engineers and engineering team members to drive problem resolution.
- Follow standard procedures to escalate unresolved issues to the appropriate internal teams.
- Facilitate effective customer communication, education, and retention.
- Efficiently manage multiple customer issues simultaneously.
- Stay updated with service manuals, product release notes, and patch documentation to expedite issue resolution.
- Participate in engineering/product roadmap discussions as a customer representative.
- Utilize remote secure access technologies to diagnose and resolve customer issues.
- Ensure proper documentation and closure of all customer issues.
QUALIFICATIONS & SKILLS:
Our ideal candidate would possess some if not all the below qualifications:
A graduate degree for this post is mandatory. An engineering degree (BE) in computer science or an MCA equivalent would be preferred having a CCNA certification
Candidates from other backgrounds who possess the necessary skills and experience in marketing are also encouraged to apply.
- Knowledge of the cloud computing industry and related technologies with strong networking and software troubleshooting skills.
- Familiarity with internet concepts, including SMTP, IMAP, POP, HTTP, DNS, LDAP, and related protocols
- Proficiency in Windows, Mac, and Linux operating systems with excellent troubleshooting abilities. Proficiency in shell scripting.
- Ability to articulate problems, causes, diagnoses, and solutions clearly and concisely
- Ability to work collaboratively with co-workers and possess strong interpersonal and listening skills
- Ability to remain calm and think rationally during crises. Patience, maturity, and the ability to handle customers at all levels.
- Independent decision-making capabilities.
- Excellent spoken and written communication skills in English and Hindi.
PERSONAL SKILLS:
Our company is committed to integrity as a pre-condition and we look for the following skills in our team members. The more you match to the below, the better you will fit in:
- Customer-Service Orientation: Demonstrate a strong commitment to delivering exceptional customer service. Show empathy, patience, and a customer-centric approach in addressing customer needs and resolving their issues.
- Analytical Thinking: Possess strong analytical skills to assess and analyze technical problems. Display the ability to break down complex issues into manageable components and apply logical problem-solving techniques.
- Problem-Solving Skills: Demonstrate strong problem-solving skills and the ability to approach challenges creatively. Show resilience and resourcefulness in finding solutions to complex technical issues.
- Adaptability: Thrive in a dynamic and fast-paced environment by being adaptable and flexible. Embrace change and quickly adapt to new technologies, tools, and processes. Stay updated with industry trends and advancements.
- Effective Communication: Communicate clearly and effectively with customers, colleagues, and stakeholders. Demonstrate active listening skills and the ability to comprehend and address customer concerns. Convey technical information concisely and understandably.
- Team Collaboration: Work collaboratively with other technical support engineers and cross-functional teams to resolve customer issues. Foster a team-oriented environment by actively participating in team discussions, sharing knowledge, and supporting colleagues.
- Time Management: Efficiently manage time and prioritize tasks to meet customer SLA commitments. Demonstrate the ability to handle multiple customer issues simultaneously while maintaining attention to detail and delivering high-quality solutions.
- Continuous Learning: Possess a growth mindset and a desire for continuous learning and self-improvement. Stay updated with the latest technologies, industry trends, and product knowledge to enhance technical skills and provide optimal support.
- Collaboration and Adaptability: Collaborate effectively with co-workers and demonstrate a willingness to learn from others. Adapt to changes in technology, processes, and customer requirements.
Join our team as an L1 Technical Support Engineer and leverage your skills and expertise to contribute to the development and growth of Mithi’s products and services.