52 Specialized Technical Roles jobs in Patna

Job Title: Junior Engineer, Technical Support, tier 2

NIKSUN is the recognized worldwide leader in making the Unknown Known, by using next-generation technology that revolutionizes the way networks and services are secured, protected, and managed. The company develops and deploys a complete range of award-winning forensics, compliance, security surveillance, and performance management solutions for applications ranging from core infrastructures to edge and branch environments.

Key responsibilities:

Respond to customer incidents through conducting preliminary assessment to product or system issues. Debug and track until resolution by analyzing the source of the issue and its impact on hardware, network, and storage resources. With your technical expertise you will support cloud solutions, App installs, release updates & upgrade, testing, deploying, maintaining, and enhancing software solutions. You will address bugs and escalate to engineering check code and verify accuracy, testability, functionality, and efficiency. Also, you should have a good understanding of different hardware components: processing, networking, storage. NIKSUN Cloud Support engineer is a customer facing role on which you

• Engage with NIKSUN’s clients on live troubleshooting sessions via telephone, e-mails, live-Chat to provide level 1/2 support on a vast array of NIKSUN products.
• Lead, manage and drive incidents to resolution, whether reported reactively by customers or proactively through NIKSUN monitoring tools.
• Adhere to incident severity standards, escalating none resolved incidents to Tier 3 at due time.
• Work with different NIKSUN engineering departments, relay a technical message back to the customer in a simple non-technical language if required.
• Maintain updates flowing to customers regarding incident resolution efforts at all times.
• NIKSUN Cloud support operates 24x7x365, you’ll be required to work on a shift schedule including day, night, weekends, and holidays.

Requirements:

• Must have 3 years of experience with DevOps support and experience in programming languages (preferred shell scripting).
• Must have 1 year of experience testing and maintaining software products.
• Must have 1 year of experience in cloud computing Kubernetes, Docker, YAML files…etc.
• Experience in providing technical support to Global clients.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Hands-on experience with Windows/Linux OS environments.
• Additional certification in Linux, Cisco, and Network and Information Security or similar technologies is a plus.
• Looking for immediate joiners

Required Skills and traits:

• Experience providing technical support to Global clients
• Excellent problem solving and communication skills.
• NIKSUN encourages teamwork, collaboration, and knowledge sharing.
• Mentor other team members and push the team for success.

Professional Requirements:

• Bachelor’s Degree in computer science or equivalent software engineering discipline.

Qualified applicants will receive consideration for employment without regard to age, race, creed, color, religion, sex, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or protected veteran status.

**Job Description – Help Desk Engineer (Mid-Level)

Location: Pat

na, Bihar

Experience
:  2 to 6years

Type
: Full-time

About the Role

We are looking for a Help Desk Engineer, Experience to provide IT support and ensure smooth operations for end-users. The role involves handling day-to-day technical issues, debugging problems, and delivering quick and reliable solutions.

**Key Responsibilities

-Excellient communication skill**

-Provide L1 and L2 support for desktops, laptops, operating systems, and office applications.

-Debug and fix common software, hardware, and network issues.

-Troubleshoot connectivity problems (Wi-Fi, VPN, LAN/WAN).

-Install, configure, and update applications and security tools.

-Log and manage issues through a ticketing system (ServiceNow, Remedy, etc.).

-Escalate unresolved issues to higher-level engineers while keeping track of progress.

-Maintain documentation and update knowledge base articles.

-Guide junior staff and support new user onboarding.

Required Skills

-Bachelor's in IT/Computer Science (or equivalent experience).

-2–6 years of IT support/help desk experience.

-Strong debugging and problem-solving skills for software and hardware issues.

-Good knowledge of Windows, Mac OS, MS Office 365, and remote support tools.

-Familiarity with basic networking (TCP/IP, DNS, DHCP, VPN).

-Hands-on experience with ITSM/ticketing tools.

-Strong communication and customer service skills.

Preferred (Nice to Have)

-ITIL Foundation certification.

-Microsoft, CompTIA, or other IT support certifications.

Salary Range

₹4.5 L – ₹6.5 L per year (depending on skills and certifications).**

From the merger of two leaders in the CX space, ASPECT Software and Noble Systems, comes ALVARIA. A new global force delivering leading edge Customer Experience and Workforce Engagement software as well as cloud services technology solutions for enterprise Contact Centers. We blend the agility of a start-up mentality with the stability of an established enterprise, challenging the market with renewed thinking and best-of-breed business solutions.

Our solutions simplify and improve the customer and agent experience. Our complete suite of Contact Center and Workforce Engagement & Optimization solutions helps companies keep agents engaged while providing exceptional customer service experiences. Our flexible, highly scalable applications for interaction management, IVR/self-service, chatbots/AI, workforce optimization and more, are available on-premises or in any hosted, private or public cloud environment.

Make a Difference

Our people define who we are. The curious, driven, creative, fun individuals who are drawn to ALVARIA bring skills sets and cultural differences from around the world. They love innovation, challenges and empowering our customers to engage seamlessly and efficiently — every member of our team is dedicated to creating amazing customer contact experiences - for our customers and our customers’ customers. If you like developing new solutions and turning big ideas into reality, ALVARIA is the place for you. At ALVARIA, you’ll work with smart and motivated people to make a difference for the companies we serve.

General Scope & Summary

Provide remote technical and application problem resolution and escalation assistance related to Aspect products. Diagnose, troubleshoot, repair and debug complex computer systems and software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software.

ESSENTIAL FUNCTIONS

• Gain knowledge of assigned customers' technical and business environment.
• Document and verify reported problems.
• Troubleshoot and resolve issues utilizing all available tools, resources, and documentation.
• Engage additional resources when necessary.
• Provide effective and consistent communication to management, peers, and account team in support of customer.
• Working knowledge of main Aspect products and strategy.

Minimum Job Requirements

SPECIALIZED KNOWLEDGE & SKILLS

• Understanding of PCs, Networks, OS platforms, databases, telephony, software applications, and ACDs.
• Demonstrated ability to learn complex software tools quickly.
• Strong customer service and teamwork skills. Professional demeanor to maintain and enhance customer relationships.
• Ability to use professional concepts and company policies and procedures to solve routine problems.
• Ability to develop resolutions to problems of limited scope and follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
• Ability to pass a background check may also be required.
• Physical requirements include sitting for long periods of time.
• A minimum of at least TWO to THREE of the following:

• Contact Center Technologies (including Automated Dialers & Telephony);
• CentOs Linux;
• Networking;
• Windows OS;
• SIP

• Demonstrated ability to learn complex software tools quickly.
• Strong customer communication skills (verbal and written), including passing an English proficiency test

EDUCATION AND EXPERIENCE

• 2+ years relevant work experience supporting customers in a technical environment OR commensurate college-level coursework, or a combination of both.
• Some travel, after-hours, or on-call work may be required.
• Shift flexibility including weekends.
• Technical Certifications and second or third languages a plus but not required.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

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.

• Provide advanced technical support to customers via phone, email, and chat, addressing complex software and hardware issues.
• Diagnose, troubleshoot, and resolve technical problems efficiently and effectively, maintaining high customer satisfaction rates.
• Document customer issues, interactions, and resolutions accurately in the support ticketing system.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides to empower customers and support agents.
• Identify recurring issues and collaborate with engineering and product teams to implement long-term solutions.
• Mentor and provide guidance to junior support staff, sharing expertise and best practices.
• Escalate complex or critical issues to appropriate departments, ensuring prompt resolution.
• Monitor support queues and respond to customer inquiries within defined service level agreements (SLAs).
• Contribute to the continuous improvement of support tools, processes, and procedures.
• Gather customer feedback and provide insights to product management for service enhancements.
• Stay up-to-date with product updates, new features, and relevant industry technologies.
• Assist with the onboarding and training of new support team members.
• Participate in team meetings and contribute to a positive and collaborative support environment.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, helpdesk, or a similar customer-facing IT role.
• Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), network connectivity, and common software applications.
• Strong understanding of IT infrastructure, including servers, databases, and cloud services.
• Excellent analytical and problem-solving skills with a methodical approach to issue resolution.
• Exceptional communication, interpersonal, and customer service skills.
• Experience with CRM and ticketing systems (e.g., Zendesk, ServiceNow) is essential.
• Ability to work independently and manage time effectively in a hybrid work environment.
• Certifications such as CompTIA A+, Network+, or ITIL are a plus.
• Experience supporting SaaS products is highly desirable.

• Provide advanced technical support and troubleshooting for software, hardware, and network issues via phone, email, and chat.
• Diagnose, troubleshoot, and resolve customer technical problems in a timely and efficient manner.
• Escalate complex issues to appropriate engineering or development teams, ensuring clear documentation of the problem and steps taken.
• Create and maintain comprehensive technical documentation, including knowledge base articles, FAQs, and troubleshooting guides.
• Educate customers on product features, functionalities, and best practices.
• Identify trends in customer issues and provide feedback to product development teams for continuous improvement.
• Manage and prioritize support tickets, ensuring all customer requests are addressed within service level agreements (SLAs).
• Train and mentor junior support staff, sharing knowledge and best practices.
• Participate in on-call rotation as needed to provide 24/7 support coverage.
• Stay up-to-date with product updates, new releases, and industry best practices in technical support.
• Contribute to team goals and collaborate effectively with cross-functional departments.
• Ensure a high level of customer satisfaction through professional and empathetic communication.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 4-6 years of experience in technical support or a similar customer-facing IT role.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Experience troubleshooting hardware issues, including PCs, laptops, and peripherals.
• Proficiency with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent analytical, diagnostic, and problem-solving skills.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently, manage time effectively, and handle stressful situations with professionalism in a remote environment.
• Customer-focused mindset with a commitment to providing exceptional service.
• Experience with scripting or basic programming is a plus.