351 IT Support Specialists jobs in Vadodara

Company Description

PAI-AIM Solder (India) Pvt. Ltd. (Formerly Persang Alloy Industries Pvt. Ltd.) is a joint venture between Persang Alloy Industries (PAI) and AIM Solder, combining local manufacturing excellence with global reach and technical leadership. With PAI's advanced production capabilities in India and full alignment with AIM's worldwide quality systems, PAI-AIM Solder delivers high-performance solder materials tailored for the electronics assembly industry.

Job Description

• Manage and optimize solder paste printing processes, including stencil design and screen printer setup
• Monitor and maintain reflow profile parameters to ensure optimal soldering quality
• Troubleshoot and resolve printing-stage issues including solder paste deposit, stencil alignment, and print quality
• Oversee wave soldering processes and implement improvements to reduce defects
• Implement and utilize quality tools to identify process issues and maintain production standards
• Train production staff on proper process procedures and techniques
• Analyse process data to identify trends and implement corrective actions
• Develop and maintain process documentation and work instructions
• Support new product introduction and process qualification activities
• Collaborate with production and quality teams to ensure consistent product quality

Qualifications

• Minimum 4-5 years of work experience in electronics manufacturing or application support roles
• In-depth knowledge of solder pastes characteristics, behaviour, and application methods
• Strong expertise in stencil design, screen printing processes, and printer equipment
• Comprehensive understanding of reflow soldering processes and profile optimization
• Demonstrated experience with wave soldering processes and related troubleshooting
• Proficiency with quality tools and statistical process control methods
• Proven ability to identify, diagnose, and resolve process-related issues
• Bachelor's degree in Electronics, Chemical Engineering, Manufacturing Engineering, or related field

Additional Information

AIM Solder promotes diversity and inclusion and fosters a work environment where team members feel valued, respected and supported. The masculine gender is used only to simplify the content of the text.

• Provide Tier 2/3 technical support to customers via phone, email, and chat.
• Diagnose, troubleshoot, and resolve complex software and hardware issues.
• Guide customers through step-by-step solutions for technical problems.
• Document all technical issues, troubleshooting steps, and resolutions in the support ticketing system.
• Escalate unresolved issues to appropriate engineering or development teams.
• Contribute to the knowledge base by creating and updating technical documentation and FAQs.
• Identify trends in customer issues and provide feedback to product development teams.
• Ensure timely and satisfactory resolution of all customer support requests.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Stay up-to-date with product updates and new technologies.
• Participate in training sessions to enhance technical and product knowledge.
• Collaborate with team members to share knowledge and best practices.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Minimum of 3-5 years of experience in technical support or a similar role.
• Proven ability to diagnose and resolve complex technical problems.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Experience with (mention relevant technologies, e.g., cloud platforms, specific software suites, database management) is highly desirable.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills.
• Ability to work independently and manage time effectively in a remote environment.
• Customer-focused attitude with a passion for helping others.
• Experience with CRM and support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).

• Lead and manage a team of technical support specialists, providing guidance, training, and performance feedback.
• Oversee the daily operations of the support desk, ensuring timely and effective resolution of customer issues.
• Develop and implement efficient support workflows and escalation procedures.
• Monitor support metrics (e.g., response time, resolution rate, customer satisfaction) and identify areas for improvement.
• Act as a point of escalation for complex technical issues, providing expert troubleshooting.
• Collaborate with engineering and product teams to identify root causes of recurring issues and implement long-term solutions.
• Contribute to the creation and maintenance of knowledge base articles and support documentation.
• Train new support staff on products, processes, and best practices.
• Foster a customer-centric culture within the support team.
• Manage support queues and ensure equitable workload distribution.
• Identify opportunities to improve the customer support experience through technology and process enhancements.
• Report on team performance and key support trends to management.

• Proven experience (4+ years) in a technical support role, with at least 1-2 years in a leadership or supervisory capacity.
• Strong technical aptitude and troubleshooting skills across various software and hardware platforms.
• Experience managing a remote support team is highly preferred.
• Excellent communication, interpersonal, and customer service skills.
• Proficiency with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
• Ability to develop and implement support strategies and processes.
• Strong problem-solving abilities and a proactive approach to issue resolution.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Familiarity with ITIL best practices is a plus.
• Ability to remain calm and effective under pressure.

Overview

As part of a Global Customer Technical Support team, this team provides post-sales support to Customers and Partners globally. Supporting the customer / partner is done through diagnosis and troubleshooting software and hardware problems and aiding with the product applications and/or use cases. Communicate with customers /partners by listening to and understanding the reported problem, and able to clearly explain basic technical information to the customers over the phone and via email. Part of a weekend on-call rotational schedule once deemed capable.

Responsibilities

• Communicating with customers by listening to and understanding their problem, then clearly explaining detailed technical information
• Asking customers targeted questions to quickly understand the root of the problem
• Diagnosing & troubleshooting technical issues in an expedient manner
• Tracking issues through to resolution, within agreed time limits
• Escalating unresolved issues to the appropriate next level / internal teams
• Providing prompt and accurate feedback to customers
• Referring to internal database or external resources to provide technical solutions
• Leading troubleshooting & brainstorming discussions
• Delivering workshops to both local and global teams - customer presentations to senior technical personnel and management
• Ensuring all issues are properly logged – following case management process
• Prioritizing and managing several open issues at one time
• Following up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided
• Identifying areas of improvement whether in processes, procedures, or tools
• Documenting technical knowledge in the form of knowledge base articles and/or submitting documentation opportunities
• Creating and delivering product knowledge sharing sessions to the respective regional team
• Communicating with Sales Team to ensure timely updates for any critical issue
• Working with the Engineering team to assist with documentation
• Performing activities (reproducing the issue when required)

Qualifications

Knowledge and Skills

• Required

• Understanding of networks
• CCNA or equivalent knowledge
• 4G-5G
• AAA
• Any of the following certifications: CCNA, MCSE, Cloud, and/or RedHat
• Deep knowledge of supported Linux/Unix operating systems. Able to troubleshoot, analyze and configure the OS and its features and roles.
• Deep knowledge of product software and hardware. Can use scripts/tools to aid in troubleshooting. Knowledge of identified bugs in running firmware version.
• Advanced understanding and experience of networks, firewalls, protocols.
• Knowledge in tracing and troubleshooting high-level protocols and traffic
• Extensive understanding and experience of virtualization & cloud concepts, properties, and technology, as well as detailed skills in major industry standard technology specifics. Knowledge of models like SaaS, PaaS and IaaS.
• Good understanding of technology infrastructure, security concepts and platforms
• Strong understanding of networking (specifically IP related technologies)
• Good understanding of virtualization & cloud concepts
• Able to install, configure, and/or operate network equipment such as Cisco, Juniper, or other network hardware manufacturers
• Scripting and some programming
• Ability to configure and troubleshoot problems - logical thought process
• Good problem solving investigative and multi-tasking skills
• Ability to communicate with customers presenting technical information either verbally or in written format
• Focus to detail and can follow defined processes/procedures
• Technical acumen and able to identify when escalations are required
• Autonomy – increases technical knowledge by attending self-studies to bring value to the organization
• Organization and prioritization abilities
• Good computer skills in MS Office

• Desired
• Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product
• Great collaborator
• Good CSAT and customer feedback

Work Experience, Education and Certifications

• Minimum of 3+ year experience in a technical role aligned to the same field with customer support experience KVM Experience
• Ideal candidate would have served as a developer in prior roles and have a deep understanding of modern, highly scalable architectures leveraging the latest technologies including NET/C#, Restful APIs, micro-services, cloud computing etc.
• Bachelor’s degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification or a diploma from a technical institute
• Education may be substituted for proven work experience for 5+ years as a Technical Support Engineer in a similar field