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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.

Able to communicate with international clients without any communication hindrances.

- Own client on-boarding process including software installation, hardware configuration, client specific customization, and testing.

- Provide support in troubleshooting and solving technical errors to all our clients at various locations.

- Able to work independently and in a team and should have a can-do attitude.
Any US accent certification.

Excellent verbal/written english communication skills. (US accent preferred)

- Familiarity with computer technology specially in Windows OS.

 Technical Support Representative (Internet Connectivity)

Under general supervision, in a 24/7 inbound call center environment, Technical Support Representatives will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, assisting with navigating around application menus and troubleshooting. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.

Duties and Tasks/Essential Functions:

• Deliver service and support to end-users using and operating automated call distribution phone software.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
• Working knowledge of networking, DSL, VDSL, VOIP, Cable internet, Router, switch, Sip configuration;
• Diagnose and resolve technical hardware and software issues involving internet connectivity, IPTV, VOIP, basic trouble shooting and more;
• Need to know only basic trouble shooting of Domestic routers, Mac ID and windows.
• Knowledge about DNS, Basic network trouble shooting
• Research required information using available resources;
• Follow standard processes and procedures;
• Offer alternative solutions where appropriate with the objective of retaining customers
• Organize ideas and communicate oral messages appropriate to listeners and situations;
• Follow up and make scheduled call backs to customers where necessary;
• Stay current with system information, changes and updates.

 
Senior Technical Support Representative (Internet Connectivity)
For Level 1.2 Technicians:

• Diploma or Bachelor Degree, and Major is related to Computer science or Networking.
• Understanding the DSL Technology and familiar with Modem/Router connections.
• Ability to read/speak/write English fluent and no accent issue for communication.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Ability to use the basic DOS Command for network trouble shooting.
• Ability to empathize and professionally troubleshoot and resolve customer’s issues.
• Fast learner and always willing to follow up the request from Management.
• Backgrounds of networking trouble shoot.
• Working experience of Networking/VOIP service/IPTV.
• Ability to troubleshoot with DSL Modem/ Dual Band wifi Router Setup and configuration.

• Technical Engineer/Senior Level Technician of Network system/popular VOIP System Such as: Avaya Phone System or Jadoo TV System support.
• Certificate of: CCNA or CCNP.

Skill and Knowledge Qualifications:

• Proper phone etiquette;
• Ability to speak and write clearly and accurately;
• Demonstrated proficiency in typing and grammar;
• Knowledge of customer service principles and practices;
• Effective listening skills and Multi-tasking capabilities;
• Willingness to co-operate with others and work to the greater good;
• Good communication skills in English  

               
Conditions:

• Position requires use of headset and the candidate’s needs to be open for voice process
• Should be flexible for rotational night shifts
• Working Days – 5
• Both Ways Cab Facility
• Need to be from the respective hiring zones to avail cab facility
• Internet: Minimum 50  mbps with feasibility of Ethernet Cable.
• System configuration: Minimum 4 GB RAM with intel core processor.
• Head Phone: USB head phone with MIC                  Power back up / inverter.

free Pick up and drop facility from the respective hiring zones

 Should be flexible for rotational night shifts

 Working Days- 5 days

 Shift Timings: 5:30pm to 2:30am, 10:30pm to 7:30am & 2:30am to 11:30am.

• provide first, and second-tier (L1, L2) product support via Email, Social media, and our Forums.

• Resolving all customer issues in a time-bound manner. Comply with the SLA for issue resolution.

• Monitoring application processes, application logs and taking appropriate resolution actions in case of failures. Ask customers targeted questions to understand the root of the problem quickly.

• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues in using Enpass.

• Work closely with technical teams to investigate complex issues and enhance the quality of existing products.

• Document and follow-up customer suggestions for continued improvements to the Development Team.

• Provide daily metrics and reports on tickets; maintain the ticketing system and the tickets.

• Taking ownership of customer issues reported and seeing problems through to resolution.

• Improve Product user-guide and FAQs.

• ONLY B.TECH CANDIDATES MUST APPLY. FRESHERS DO NOT APPLY.

• CANDIDATES WITH RELEVANT TECH SUPPORT EXPERIENCE ONLY MUST APPLY
• CANDIDATE MUST HAVE FLUENT ENGLISH SPEAKING SKILLS (BOTH WRITTEN AND VERBAL)