Laptop Support Engineer

Job Description – Ground Team (Field Engineers)

Qualification: 10+2+Hardware Course and Networking Course/ Graduate with Hardware and Networking Course, Core Hardware, and Networking Profile field profile.

Communication: Average English and good at Hindi or Local Language

Location: Delhi, Mumbai, Gurgaon, Noida, Chennai, Bangalore

Package: INR 19000 – 21000 CTC Per Month Plus Conveyance as per Policy + Insurance

Experience:

• 1 + yrs (Trouble shoot card level hardware issues related to Laptops, Desktops, Tablets, Mobiles, Printers and other accessories)

Roles and Responsibilities:

• Field Engineer is a role of on-site technical support, troubleshooting and support to corporate and retail clients.

• This role is critical for ensuring that the organization's end-users have great experience with brand representative.

• The field engineer will visit PUDO Centre twice in a day – to collect hardware part as per the calls for the day and in the evening to deposit back the collected part from the client to drop back to PUDO. Field engineer will be responsible for successfully closing the allocated calls for the day.

• MUST know laptop repairs for all BRANDS and Close Tickets successfully

Must Have:

• 2-wheeler with a valid license.

• Open for field profile.

About InEvolution:

Founded in 2009, InEvolution is a dynamic and evolving firm specializing in back-office, operations, and customer support services. We are a globally oriented team committed to delivering quality services with cost efficiency.

Our ethos is to constantly adapt to the changing needs of the industry, effectively serving as an extension of our clients' teams. We specialize in alleviating operational burdens from organizational leaders, allowing them to focus on growth.

Our expertise spans across 24/7 client support, advanced technology utilization, proficient data management, and providing certified solutions. Our services include data hygiene, GDPR compliance, e-commerce campaign configuration, order management, reporting, sales support, and comprehensive customer support across various platforms. With our diverse experience in multiple business sectors, we offer robust solutions that cater to the unique needs of our clients.

Our Commitment:

We value diversity and are committed to creating an inclusive environment for all employees. We encourage candidates of all backgrounds to apply.

Primary Customer-Facing Responsibilities:

• Handle technical service and support tickets efficiently, acting as the first point of contact over chat, email, and phone support.
• Proactively communicate with customers regarding post-purchase support, including order activation, troubleshooting error issues, etc.
• Utilize the ticketing and live chat support systems to ensure prompt and effective resolution of customer queries.

Benefits:

• Work-from-home flexibility.
• Career advancement opportunities and professional development support.
• Supportive and collaborative team environment.

Key Responsibilities:

Case Analysis and Critical Thinking:

• Develop comprehensive knowledge of client products and the ticketing and chat systems.
• Investigate and understand user issues using effective probing techniques.

Problem Solving:

• Provide accurate information and solutions for client software products or services.
• Offer alternative solutions when necessary and guide users through the resolution process.

Post-Resolution Follow-Up:

• Ensure customer satisfaction by following up and updating customer status before case closure.

Client and Operational Responsibilities:

• Coordinate with team leads and managers for guidance on escalated cases.
• Record detailed events and problem resolutions in system logs.
• Forward customer feedback and suggestions to the relevant internal teams.
• Propose process and knowledge resource improvements.
• Participate actively in team meetings and maintain effective communication with internal teams.
• Report to client leads and managers as required.

Requirements:

• Experience in help desk and software product technical support.
• Tech-savvy with knowledge of computer operating systems, software, and hardware.
• Excellent written and verbal communication skills in English.
• Degree in a relevant field preferred.
• Proficiency with Microsoft Office, Google Sheets, and other business software.
• Own a desktop/laptop with a stable internet connection.
• Demonstrated proactive, learning-oriented approach with a focus on continuous process improvement.

Additional Information:

• This is a fully remote position with a 5-day work week.
• The position requires approximately 9 hours of work per weekday.
• Opportunity for long-term growth and additional responsibilities within the organization.

Hiring Process

1. Resume Fitment:

Begin your journey with us by submitting your resume and a cover letter. Your cover letter should highlight your relevant experience and explain why you're the ideal candidate for the Software Support Analyst role. We use an advanced Application Tracking System (ATS) to ensure your skills and experience are aligned with our requirements. Only the most suitable candidates will be shortlisted for the next stage.

2. Phone Screening:

If your profile resonates with our needs, you'll be invited to a phone screening. This is a great opportunity for us to learn more about you and for you to ask preliminary questions about the role and our company. We'll discuss your communication skills, technical understanding, and other essentials like availability and salary expectations.

3. Virtual Interview-1 with InEvolution:

Following a successful phone screen, you'll proceed to a virtual interview with our InEvolution team. This interview is crucial for assessing your fit within our company culture, as well as your communication and problem-solving skills. We'll delve deeper into your technical expertise and experience, involving key stakeholders to gain a comprehensive view of your potential in our team.

4. Written Assessment:

Showcase your technical prowess and customer service skills with our written assessment. Designed to mirror real-life challenges, this assessment is your chance to demonstrate how you would handle situations you’re likely to encounter in the role. The assessment is timed to ensure authenticity and effectiveness.

5. Virtual Interview-2: Technical Round with Client:

Excel in the written assessment, and you'll find yourself in our technical round. This is where your technical skills will be thoroughly evaluated through practical problem-solving tasks and technical queries. It’s your opportunity to impress us with your practical knowledge and application in a customer support context.

6. Offer:

The final stage! If you've shone through the interviews and assessments, we'll extend an offer to join our team. This includes a comprehensive onboarding process where you'll be acquainted with our company policies, tools, and the specifics of your role. We ensure you're well-prepared to start your journey with InEvolution.

• Manage large amounts of incoming calls.
• Maintaining a healthy relationship with the existing vendors and generating new leads for vendor onboarding.
• Develop a rapport with customers, demonstrating a friendly and helpful manner to put them at ease.
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Provide troubleshooting assistance for customer orders, account statuses and relevant problems

Designation – Technical Specialist L-1

Employment Type – Permanent

Education – Technical Graduate |Graduate / 12th+ Diploma.

Experience – 3 to 5 Years

Location – Bandra, Mumbai

Working – Monday to Friday

Joining – Immediately

Essential Duties and Responsibilities: (Additional duties may be assigned as required)

• Troubleshoot issues in support of production outages within SLA/escalation guidelines.
• Consult with customers to understand the issues.
• Proactively monitor environments and respond to alerts of systems and issues.
• Having the ability to accurately document all actions taken is key to providing the best support possible.
• Capable of performing in a fast-paced technical environment. Continually identify efficiencies for systems, processes, and procedures.

Required Skills:

• Experience with Proxy
• Understanding of and Networking concepts.
• Basic Knowledge of Network terminologies (IPS/ IDS, eb Proxy, microsegmentation, DDos)
• -Basic Knowledge of Security terminologies

Job Role - Interfacing Executive

Location - Pune

Responsibilities:

• Provide service and customer support during field visits
• Follow discussed schedule and execute accordingly
• Manage all on-site installation, repair, maintenance, and test tasks
• Diagnose errors or technical problems and resolve them with a guided approach,
• Follow regular reporting to the manager
• Document processes where required
• Follow all company's and department's field procedures and protocols
• Cooperate with the technical team and share information across the organization
• Comprehend customer requirements and make appropriate recommendations/briefings
• Build positive relationships with customers

Requirements

• 1-3 years experience in field support
• Ability to troubleshoot, test, repair and service technical equipment
• Excellent written and verbal communication ability
• Ability to work flexible shifts and adapt to changing work schedules
• Familiarity with mobile tools and applications
• Strong multi-tasking and organizational skills

About CrelioHealth:

CrelioHealth (formerly LiveHealth) is an IT product company in the Health care domain. We are an almost decade-old IT product organisation.

We are a flourishing, Open & Flexi culture organisation with a youthful team. We are a group of young enthusiasts who are passionate about building the best line of products in healthcare diagnostics. Our product is LIMS & CRM used for Pathology Labs & Hospitals.

Our Product -

1. CrelioHealth LIMS - Web-based LIMS (Laboratory Information Management System) and RIS (Radiology Information System) solution for automating your processes & managing the business better
2. CrelioHealth CRM- Patient booking and engagement tool to take patient experience to the next level.
3. CrelioHealth Inventory - Online platform to manage your lab inventory, stock, and purchases

Org link - https://creliohealth.in/

We are voted as the #14 rank in G2’s List of Best Software Sellers for 2021.CrelioHealth (formerly LiveHealth) is a cloud-based LIS and RIS solution that enables Laboratory staff, doctors, and patients to easily access and manage medical information using the same platform. Find out more at https://creliohealth.com/ or get updates on https://blog.creliohealth.in CrelioHealth for Diagnostics

Blog - CrelioHealth for Diagnostics

A network of the world's best developers - full-time, long-term remote software jobs with better compensation and career growth.  We enable our clients to accelerate their Cloud Offering, and Capitalize on Cloud.  We have our own IOT/AI platform and we provide professional services on that platform to build custom clouds for their IOT devices.  We also build mobile apps, run 24x7 devops/site reliability engineering for our clients.

We are looking for a friendly, hands on technical, and dependable professional to provide the highest level of customer support and improve customer satisfaction that helps build brand loyalty for our udoo platform.

This person MUST have:

• Minimum of 2 year's experience in a similar role.
• Experience providing support to customers via different channels - Chat, Livechat, Call, etc 
• Ability to understand functionality of web based application
• Provide Level-1/2 support and troubleshoot to resolve issues.
• Minimum 1 year of experience as part of ticket management team
• Very strong & professional communication skills - written & verbal
• Work on ticket portal for ongoing customer queries.
• Ability to work effectively in a team environment - pleasant, professional, and courteous personality skills
• Good verbal and written communication skills providing call support to Internal and External End Users.
• Handle customer calls/emails regarding technical issues for end users.
• Strong communication skills
• Attention to detail.

Experience:

• Min 2 year experience

Location:

• Ahmedabad Office Or,
• Work from home

Timings:

• 40 hours a week with a rotational shift every month.

Position:

• Full time/Direct
• We have great benefits such as PF, medical insurance, 12 annual company holidays, 12 PTO leaves per year, annual increments, Diwali bonus, spot bonuses and other incentives etc.
• We dont believe in locking in people with large notice periods.  You will stay here because you love the company.  We have only a 15 days notice period.

Designation- L1 Tech Support 

Location – Kharghar

Experience -  2 to 5 years

L1 Tech Support: BE/Btech only.

• Must have minimum 2-3 years of support Experience on Financial transactions system
• Monitor and verify program execution, identification and communication of processing variances(e.g. run time, record counts, etc.) and potential issues
• Manage Production alerts and take necessary action as per the run-book
• Creation of incident tickets, and follow-up until closure as per Standard Operational Procedure
• Maintain and adhere production schedules to include ad-hoc requests
• Stopping and starting system processes
• Troubleshoot failures and determine best course of action
• Internal Stakeholder communications with respect to the daily production cycles
• Documenting all Operational activities (Known Error Database, reports, Troubleshooting steps, Operation manual, important mail communications)
• SLA Adherence.
• Good Understanding of SQL and scheduling.
• Familiarity/Experience with UNIX, LINUX, Windows environments
• Familiarity with scheduling and job monitoring tools
• Must be able to do work in all 3 shifts (morning/afternoon/night

If interested, kindly share updated resume, current CTC and Expected CTC.

RESPONSIBILITIES:

• Plans conduct and lead assignments generally involving moderate, high-budgeted projects or more than one project.
• Manages user expectations regarding appropriate milestones and deadlines.
• Assists in training, work assignment and checking of less experienced developers.
• Serves as a technical consultant to leaders in the IT organization and functional user groups. Subject matter expert in one or more technical programming specialties; employs expertise as a generalist of a specialist.
• Performs estimation efforts on complex projects and tracks progress.
• Works on the highest level of problems where analysis of situations or data requires an in-depth evaluation of various factors.
• Documents evaluate, and researches test results; documents evolution of testing scripts for future replication.
• Identifies, recommends, and implements changes to enhance the effectiveness of quality assurance strategies.

Detailed Job Description:

• Should have experience in Development, Configuration, Implementation, and Support of Salesforce CRM applications based on Apex Language and leveraging Force.com Platform running in Cloud Computing Environments.
• Should work on developing custom objects, custom fields, role-based page layouts, custom Tabs, custom reports, report folders, design of Visual Force Pages, Dashboards, Apex Classes, Controllers & Triggers, VF Components, and various other components as per the client and application requirements.
• Should implement security and sharing rules at an object, field, and record level for different users at different levels of the organization. Also should have knowledge of creating various profiles and configured the permissions based on the organizational hierarchy.
• Should have good experience in design and develop Apex Classes, Controller Classes, and Apex Triggers for various functional needs in the application.
• Should involve in Unit Testing, Test Coverage, and Code Review.
• Should have experience working with Force.com IDE version 23.0, Eclipse IDE, and salesforce.com Sandbox environments.
• Responsible for ensuring the quality of their own work as well as the work of the development team.
• Development responsibilities include doing code review/bug analysis, analyzing development and impacts.
• The candidate should have strong programming, debugging experience, and excellent problem-solving skills.