318 IT Support Staff jobs in Ernakulam
Help Desk Executive
Posted today
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Job Description
**Benefits**:
- Health insurance
- Provident Fund
Schedule:
- Day shift
- Rotational shift
Ability to commute/relocate:
- Pullepady, Kochi - , Kerala: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- total work: 1 year (preferred)
Technical support engineer
Posted 1 day ago
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Job Summary:The Technical Support Engineer will be responsible for delivering remote conference room and audio-visual support for our client. This role involves managing and maintaining video conferencing, audio/visual, and webcasting technologies, ensuring seamless operations for global meetings, events, and webcasts, and providing exceptional support to users and executives.Key ResponsibilitiesAdministrative Services:Assist in scheduling, modifying, and cancelling white glove conferences and webcasts.Manage the associated service Outlook mailbox.Create and analyze performance and usage metrics.Open, update, and resolve service tickets related to AV and webcasting technologies.Monitor and update support queues for current and upcoming AV technologies and webcast incidents.Escalate complex issues to third-level support or manufacturer/vendor support teams.Participate in meetings regarding current and future AV and webcasting systems.Maintain and update training and troubleshooting documentation.Video Call and Webcast Support:Ensure video endpoints are online and operational.Manage incident response during active calls and webcasts.Prepare and support webcast events, including creating event webpages and conducting dry runs.Monitor live webcast events and troubleshoot issues as needed.Report viewer metrics during and after events.Trim, encode, and distribute recorded on-demand copies of webcast sessions.Coordinate technology scheduling to ensure successful meetings.Webcast Video on Demand Services:Create and manage streaming VOD directories for Ford users.Manage user groups and multimedia storage on Ford’s network.Troubleshoot issues related to uploaded VOD content.Assist users with training on new and existing video technologies.Provide streaming metrics and analytics for hosted videos.Commissioning Services:Configure Cisco Video Conferencing Codecs and streaming encoders (e.g., VBrick Rev).Test endpoints and network devices.Review, verify, and backup configuration files to facilitate disaster recovery.Support the commissioning and decommissioning of conference rooms and AV devices.Conduct room testing, certification, and troubleshooting.Application Support:Provide Level 1 and Level 2 support for applications including MS Teams, Miro, Vbrick, and other agreed-upon platforms.Collaborate with Product Engineers to resolve application issues.Escalate critical issues to Level 3 engineering.Assist users with application usage and remote training.Manage support tickets within Ford’s ticketing system.Administer access requests and maintain support documentation.Qualifications:Proven experience in AV support, video conferencing, and webcast management.Familiarity with Cisco Video Codecs, VBrick Rev, and related AV/IT infrastructure.Strong troubleshooting and customer service skills.Ability to manage multiple priorities in a fast-paced environment.Excellent communication skills, both written and verbal.Experience with ticketing systems and documentation management.Preferred Skills:Knowledge of webcast and streaming platforms.Experience with AV commissioning and room setup.Ability to train end-users on AV technologies.
Technical Support Engineer
Posted today
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**Kochi, Kerala, IN**, and offers a valuable opportunity to provide direct technical assistance and problem resolution to clients.
You will be responsible for troubleshooting hardware and software issues, guiding customers through setup and usage, and escalating complex problems
to specialized teams. The ideal candidate possesses strong technical acumen, excellent communication skills, and a passion for helping customers.
As a Technical Support Engineer, you will act as a primary point of contact for customers experiencing technical difficulties. Your
day-to-day activities will involve responding to support requests via phone, email, and chat, diagnosing issues accurately, and providing
clear, concise solutions. You will maintain detailed records of customer interactions and resolutions in our ticketing system. This role is crucial in
ensuring customer satisfaction and maintaining the integrity of our technical services. You will also contribute to the development of
support documentation and knowledge base articles to empower users and reduce support load.
**Key Responsibilities:***
- Provide first-level technical support to customers experiencing hardware, software, or network issues.
- Diagnose and troubleshoot technical problems, identifying root causes and implementing effective solutions.
- Respond to customer inquiries promptly and professionally via phone, email, and chat.
- Guide customers through installation, configuration, and basic troubleshooting steps.
- Escalate unresolved issues to appropriate second-level support teams or subject matter experts.
- Document all support interactions, including problem descriptions, troubleshooting steps, and resolutions, in the ticketing system.
- Create and update knowledge base articles, FAQs, and user guides to assist customers.
- Identify recurring technical issues and provide feedback to development and product teams for potential improvements.
- Maintain a high level of customer satisfaction through effective problem-solving and communication.
- Stay up-to-date with product updates and new technologies relevant to customer support.
- Adhere to service level agreements (SLAs) for response and resolution times.
**Qualifications:***
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Proven experience in a technical support or helpdesk role.
- Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Excellent troubleshooting and problem-solving skills.
- Exceptional customer service and communication skills, both written and verbal.
- Ability to explain technical information clearly and concisely to users with varying levels of technical expertise.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) is a plus.
- Ability to work independently and manage time effectively in a fast-paced environment.
- Must be able to work collaboratively within a team.
Technical Support Specialist
Posted 1 day ago
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Technical Support Lead
Posted 1 day ago
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Technical Support Specialist
Posted 1 day ago
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Key responsibilities include diagnosing and resolving hardware, software, and network issues through phone, email, and in-person support. You will maintain detailed records of customer interactions, document technical problems and solutions, and contribute to the knowledge base. Escalating complex issues to higher-level support teams when necessary and following up with customers to ensure their issues are fully resolved are also critical tasks.
The ideal candidate will have a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 2 years of experience in technical support or a customer service role is required. Strong knowledge of operating systems (Windows, macOS, Linux), common software applications, and basic networking concepts is essential. Excellent troubleshooting, analytical, and problem-solving skills are a must. You should possess outstanding communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
Customer service orientation and patience are vital for this role. The ability to work collaboratively within a team and manage time effectively to handle multiple support requests is expected. Familiarity with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) is a plus. If you are passionate about technology and helping people, and possess strong technical aptitude and a commitment to customer satisfaction, we encourage you to apply for this exciting opportunity to be a key part of our client's support team.
Technical Support Engineer
Posted today
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Job Description
Job Summary:
The Technical Support Engineer will be responsible for delivering remote conference room and audio-visual support for our client. This role involves managing and maintaining video conferencing, audio/visual, and webcasting technologies, ensuring seamless operations for global meetings, events, and webcasts, and providing exceptional support to users and executives.
Key Responsibilities
Administrative Services:
- Assist in scheduling, modifying, and cancelling white glove conferences and webcasts.
- Manage the associated service Outlook mailbox.
- Create and analyze performance and usage metrics.
- Open, update, and resolve service tickets related to AV and webcasting technologies.
- Monitor and update support queues for current and upcoming AV technologies and webcast incidents.
- Escalate complex issues to third-level support or manufacturer/vendor support teams.
- Participate in meetings regarding current and future AV and webcasting systems.
- Maintain and update training and troubleshooting documentation.
Video Call and Webcast Support:
- Ensure video endpoints are online and operational.
- Manage incident response during active calls and webcasts.
- Prepare and support webcast events, including creating event webpages and conducting dry runs.
- Monitor live webcast events and troubleshoot issues as needed.
- Report viewer metrics during and after events.
- Trim, encode, and distribute recorded on-demand copies of webcast sessions.
- Coordinate technology scheduling to ensure successful meetings.
- Webcast Video on Demand Services:
- Create and manage streaming VOD directories for Ford users.
- Manage user groups and multimedia storage on Ford’s network.
- Troubleshoot issues related to uploaded VOD content.
- Assist users with training on new and existing video technologies.
- Provide streaming metrics and analytics for hosted videos.
Commissioning Services:
- Configure Cisco Video Conferencing Codecs and streaming encoders (e.g., VBrick Rev).
- Test endpoints and network devices.
- Review, verify, and backup configuration files to facilitate disaster recovery.
- Support the commissioning and decommissioning of conference rooms and AV devices.
- Conduct room testing, certification, and troubleshooting.
Application Support:
- Provide Level 1 and Level 2 support for applications including MS Teams, Miro, Vbrick, and other agreed-upon platforms.
- Collaborate with Product Engineers to resolve application issues.
- Escalate critical issues to Level 3 engineering.
- Assist users with application usage and remote training.
- Manage support tickets within Ford’s ticketing system.
- Administer access requests and maintain support documentation.
Qualifications:
- Proven experience in AV support, video conferencing, and webcast management.
- Familiarity with Cisco Video Codecs, VBrick Rev, and related AV/IT infrastructure.
- Strong troubleshooting and customer service skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent communication skills, both written and verbal.
- Experience with ticketing systems and documentation management.
Preferred Skills:
- Knowledge of webcast and streaming platforms.
- Experience with AV commissioning and room setup.
- Ability to train end-users on AV technologies.
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Technical Support Engineer
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Job Description
Technical Support Engineer
About the Role
Finahub is looking for dynamic and customer-focused Technical Support Engineers to join our growing team. In this role, you will handle support requests from our prestigious banking and NBFC clients across India. You will be responsible for identifying issues, providing timely resolutions, and ensuring customer satisfaction. This is a technically hands-on role where you will work closely with Java-based applications, APIs, and databases to debug and resolve customer-reported issues. High-performing candidates will have the opportunity to grow into operations management roles within theorganization.
Key Responsibilities
● Handle customer support requests via phone and email. ● Investigate, diagnose, and resolve application issues. ● Provide workarounds or coordinate with the development team for code fixes. ● Analyze system logs, databases, and API transactions to identify root causes. ● Maintain clear communication with customers throughout the resolution process. ● Document support cases, solutions provided, and recurring issues. Required Skills and Qualifications ● Minimum 2 years of experience in customer support for software products. ● Strong technical troubleshooting and debugging skills. ● Familiarity with APIs, databases (SQL), and log analysis. ● Working knowledge of Java is required.● Excellent verbal and written communication skills in English. ● Ability to manage multiple support cases efficiently and prioritize based on urgency.● Customer-centric mindset with a focus on problem-solving.
Good to Have
● Experience in the Banking or NBFC domain. ● Exposure to cloud environments like AWS or Azure.Career Growth
High-performing candidates will be considered for Operations Management roles within the organization