Cavitak - Technical Support Engineer - Operating Systems (4-5 yrs)

Job Summary :

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers.
You will diagnose and troubleshoot software and hardware problems, help users install applications, and configure systems and networks.

A successful candidate will have a solid technical background, be an excellent communicator, and be passionate about solving customer issues.

Roles and Responsibilities :

- Provide first- and second-level support for software, hardware, and network-related issues.

- Respond to customer queries in a timely and accurate way via phone, email, or chat.

- Diagnose and troubleshoot technical issues related to:

- Operating systems (Windows, macOS, Linux)

- Enterprise applications

- Networking and connectivity

- Cloud-based platforms and tools

- Ask customers targeted questions to quickly understand the root of the problem.

- Properly escalate unresolved issues to appropriate internal teams (e.g., software developers, network administrators).

- Document technical knowledge and create solution articles for the support knowledge base.

- Follow up with clients to ensure full resolution of issues.

- Maintain professional relationships with clients and ensure high customer satisfaction.

- Assist in system upgrades, software patching, and rollouts.

Technical Skills Required :

- Solid understanding of operating systems, networking concepts, and remote troubleshooting techniques.

- Experience working with ticketing systems (e.g., Jira, Zendesk, Freshdesk).

- Familiarity with command-line tools, logs analysis, and basic scripting is a plus.

- Working knowledge of databases (SQL) and ability to analyze data logs.

- Understanding of cloud environments like AWS, Azure, or Google Cloud Platform is an advantage.

- Proficiency in Microsoft Office and general desktop troubleshooting