Lotus Interworks - Technical Support Engineer (3-6 yrs)

Position : Technical Support Engineer.

Location : Remote.

Shift : 7PM - 4AM IST.

Job Overview :

We are seeking a motivated and detail-oriented Technical Support Engineer to join our dynamic IT support team.

The ideal candidate will have hands-on experience in troubleshooting laptop hardware and software issues, resolving technical problems related to operating systems (OS), and providing basic website testing and support.

You will also work closely with users to ensure smooth IT operations and enhance overall system efficiency.

Key Responsibilities :

Troubleshooting and Issue Resolution :

- Provide technical support for laptops, desktops, and OS-related issues.

- Diagnose and resolve hardware, software, and network problems related to Windows operating systems.

- Identify and address technical issues related to Microsoft Word, Excel, and PowerPoint.

- Assist in resolving technical issues with software installations, updates, and configurations.

Basic Website Testing and WordPress Support :

- Perform basic website testing to ensure functionality, accessibility, and user experience.

- Assist with troubleshooting and maintaining WordPress-based websites, including troubleshooting themes, plugins, and general site functionality.

Customer Support :

- Provide timely and efficient support to end users, both remotely and on-site, as required.

- Communicate technical information in a clear and user-friendly manner.

- Ensure customer satisfaction by resolving issues in a timely manner.

Documentation and Reporting :

- Maintain detailed records of technical issues, resolutions, and customer interactions.

- Prepare and update knowledge base articles for common troubleshooting steps and solutions.

Collaboration :

- Work closely with internal teams to identify recurring technical issues and suggest process improvements.

- Collaborate with developers or other technical teams to resolve complex technical problems.

Key Skills & Qualifications :

Technical Expertise :

- Proficient in troubleshooting issues related to laptop hardware and operating systems, particularly Windows.

- Strong knowledge of Microsoft Office suite (Word, Excel, PowerPoint).

- Basic knowledge of website testing, including functionality, browser compatibility, and performance.

- Experience with WordPress, including basic maintenance, plugin management, and troubleshooting.

Problem-Solving Skills :

- Strong troubleshooting abilities, with a keen eye for detail and a methodical approach to problem-solving.

- Ability to diagnose technical issues and provide solutions in a fast-paced environment.

Communication :

- Excellent communication skills to interact with technical and non-technical users effectively.

- Ability to explain complex technical issues in a simple and understandable manner.

Experience & Education :

- 3+ years of experience in a technical support role (preferred).

- Bachelor's degree or equivalent experience in Computer Science, Information Technology, or a related field (preferred).

Additional Skills (Preferred but not required) :

- Familiarity with ITIL processes and procedures.

- Experience with other CMS platforms and web technologies.

- Certification in Microsoft or IT support-related courses is a plus.