Technical Support Engineer - Grapes Innovative Solutions

Role Overview (Technical Support Engineer)

As a Technical Support Engineer, you’ll be responsible for providing technical assistance, troubleshooting issues, and ensuring smooth operation of client systems and applications. This role combines customer interaction with hands-on technical problem-solving.

Key Responsibilities

1. Technical Support

• Provide L1/L2 support for software, hardware, and network-related issues
• Diagnose and resolve technical problems via phone, email, or remote access
• Handle service requests and incidents through ticketing systems

2. Troubleshooting & Issue Resolution

• Identify root causes of technical issues and implement fixes
• Escalate complex issues to higher-level support teams when needed
• Ensure timely resolution within SLA guidelines

3. System Monitoring & Maintenance

• Monitor system performance and availability
• Perform routine checks, updates, and maintenance tasks
• Assist in installation and configuration of systems/software

4. Customer Interaction

• Communicate clearly with clients to understand issues
• Provide step-by-step guidance to users
• Maintain high levels of customer satisfaction

5. Documentation

• Record issues, solutions, and troubleshooting steps
• Create knowledge base articles and FAQs
• Maintain logs of system performance and incidents

6. Implemenation/Installation

7. Training

Required Qualification

• BCA, B Tech, MCA, M Tech

Experience(Preffered)

• 6 Months to 1 years of experience in any hospital software Technical field.

Work Location

• Thrissur

Pay: ₹15,000.00 - ₹30,000.00 per month

Benefits:

• Paid sick time
• Paid time off

Work Location: In person