Technical Support Specialist - India
Job Overview:
• To provide high-quality technical support to our diverse customers, on TRASSIR products (access control and video solutions) and to support customer-registered technical issues through various remote support tools (phone/email/chat, etc.);
• Provide services related to configuration, commissioning, and installation, including troubleshooting, firmware and software updates, etc., working together with system/channel partners, operations engineers, and end users.
Basic education and experience
• A bachelor's degree in engineering or any other equivalent technical degree is mandatory from a reputed college and/or university with relevant work experience;
• From 5+ years of experience in supporting any electronic products or IT solutions, installing, troubleshooting specialized hardware/software and networking equipment in any technical capabilities, including understanding faults, identifying root causes and providing the necessary remediation and remedial issues quickly;
• Knowledge of circuits, knows how to use multimeters, power adapters, batteries, etc. Software: knowledge of installation, commissioning and administration of Windows/Linux OS is required. Hardware: Understanding of PCB technology, including board firmware and configuration with switches and jumpers, adding RAM and CPU chips, setting up and installing PC boards (e.g., VGA boards, CPUs, SCSI controllers, network cards).
Networking: Knowledge of TCP/IP addressing and configuration, Ethernet networks, hubs, routers, and the ability to diagnose network problems is required.
Application: Awareness of video surveillance and access control products is required.
Remote Tools: Very good understanding or demonstration of ability or experience with remote desktop tools such as Team Viewer, AnyDesk, iDRAC, RDP, etc. Core Competencies and Skills Integrity, responsibility, communication, problem solving and analysis, highly developed technical expertise and teamwork. Knowledge of English (native level), knowledge of other languages will be useful. Problem-solving and decision-making skills. Analytical and risk management skills. High level of customer communication skills. Effective communication.
Job Responsibilities Product Support:
• Assists field engineers with technical issues, including handling phone calls, emails, remote sessions, etc., to solve and provide solutions and answers to all technical queries in the region.... It is possible to combine the position of a service engineer: reception, diagnostics, flashing, modular repair of equipment;
Accurately so that issues can be tracked, escalated, and closed with satisfaction for all stakeholders (internal, customers and partners);
• Enter all issues into our databases and CRM so that all this information can be tracked and used to improve customer service both internally and externally;
• Performs all other relevant technical support responsibilities identified by the manager in real-time to succeed in the technical support department;
• Operates in accordance with the specified instructions and within the quality procedures and rules as described in the quality manual, in such a way that internal and external quality requirements are met;
• Operates in accordance with predetermined HSE policies and guidelines in a way that creates a safe, healthy, and enjoyable working environment for the employee and their colleagues;
• Complies with the norms of shifts and work schedules.
Technical Training & Development:
• Receives technical and product training in accordance with management guidelines, in office training centers, or virtually through our online collaboration tools to meet our customers' support needs in a quality manner.
• Participates in tasks to prepare training equipment for class in accordance with instructions, so that the equipment is fully operational before class starts, so training activities do not encounter unnecessary delays.
• Prepares training materials and knowledge articles that meet or exceed technical standards and in accordance with management guidelines/format to ensure that each team member receives up-to-date professional documentation and information.
• Assists in the development and modification of training courses or knowledge articles in accordance with the recommendations received, so that updated and high-standard technical bulletins can be provided to our customers or channel partners.
• Technical Services: Assists in all aspects of maintenance when needed, in accordance with guidelines, offering remote on-site commissioning and/or commissioning, troubleshooting tasks, on-site or off-site product training for the customer and integrator (end user) or knowledge transfer, and system upgrade services.
• Works according to given commissioning instructions, processes, procedures, and workflows within the guidelines/management format to achieve successful execution.
• Ensures that questionnaires or worksheets, pre-assessment meetings or teleconferences, proposals/assignments, and service delivery are provided and handled in a professional manner. After each patch is completed during installation or commissioning, a detailed transfer report is provided to management.