192 IT Support jobs in Nagpur

• Provide advanced technical support and troubleshooting for software products.
• Diagnose and resolve complex software issues, including bugs and performance problems.
• Collaborate with development teams to escalate, track, and resolve software defects.
• Create and maintain technical documentation, including user guides and knowledge base articles.
• Assist in the development and implementation of support strategies.
• Monitor system performance and identify potential issues proactively.
• Respond to customer inquiries and provide clear, concise solutions.
• Guide users through product features and functionalities.
• Contribute to the continuous improvement of support processes and tools.
• Stay updated on product releases and new technologies.

• Proven experience as a Technical Support Engineer or in a similar technical role.
• Strong understanding of software troubleshooting and debugging techniques.
• Proficiency in at least one programming or scripting language (e.g., Python, JavaScript, SQL).
• Excellent analytical and problem-solving skills.
• Exceptional verbal and written communication skills.
• Ability to explain complex technical concepts clearly.
• Experience with ticketing systems and remote support tools.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Familiarity with operating systems (Windows, Linux, macOS) and network protocols.
• Self-motivated with the ability to work effectively in a remote environment.

• Lead and manage the technical support team, ensuring efficient workflow and high-quality service.
• Oversee the resolution of customer technical issues via phone, email, and chat.
• Provide escalated technical support for complex problems.
• Develop and maintain support documentation, FAQs, and knowledge bases.
• Train and mentor support staff on technical skills and customer service protocols.
• Monitor support performance metrics and implement improvements.
• Identify recurring technical issues and collaborate with engineering to resolve root causes.
• Gather customer feedback to identify areas for service improvement.
• Manage helpdesk software and ensure its effective utilization.
• Communicate effectively with customers and internal stakeholders.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3-5 years of experience in technical support, with at least 1 year in a leadership role.
• Strong knowledge of operating systems, software applications, and hardware.
• Experience with helpdesk software and ticketing systems.
• Excellent troubleshooting and problem-solving skills.
• Strong leadership, communication, and interpersonal abilities.
• Ability to manage and motivate a team.
• Customer-centric mindset with a passion for service excellence.
• Experience in developing support documentation and training materials.
• Familiarity with ITIL best practices is a plus.

Roles & Responsibilities:

Relevant Experience Looking for 2-5 Yrs

Education: B.E/B.Tech/ B.Sc (Computers/Electronics) / BCA / BBA

Mandatory Skills: Technical support Engineer-L1/US Voice process/Troubleshooting-Hardware & Networking,

1: Actively participates in support of incoming calls • Continuously demonstrates a truly empathetic concern for customer issues

2: Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers. • Quickly identifies escalations and creates expectation alignment with customers

3:Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps. • Primary stakeholder to ensure our customers receive prompt support.

4:Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise. • Facilitate field support services to repair products within scope of service.

5:Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.

Must Have skills:

1 Proficient in US Accent and English Language, both Verbal and written. • Honest, dependable, and full of integrity • Possess a genuine desire to help others

2 A track record of self-improvement and growth mindset • Ability to seamlessly adapt to changes quickly

3 A demonstrated logical approach to troubleshooting • Consistently maintain a superior level of professionalism

4 Ability to work with internal and external stakeholders to achieve exceed expectations and goals • Experience or education from an electronics or information technology background • Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases

Minimum Qualification

Must have completed B.Sc (Computers/Electronics) / BCA / BBA or equivalent • work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must • Experience with direct customer engagement in a fast-paced customer focused environment • Ability to work in the 24X7 rotational shift environment and majorly in the US time zone • Ability to work independently with minimal support in Hybrid model. • Ability to multi task and has a good typing speed at least 50 words per min • Should be 100% conversant to listen, understand and respond in US ascent • Document everything and do it with tremendous detail • Be a voracious learner and demonstrate growth.