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Sisco Jobs

Technical Support Engineer

Sisco Jobs Chennai, Tamil Nadu, India

Human Resources · 11-50 employees

20 h ago
support-engineer Mid (2-5 yrs) Full-time India
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About the role

Provide voice-based technical support to customers by diagnosing issues and ensuring first-time resolution. Coordinate with internal teams to escalate complex problems and contribute to the improvement of technical help documentation.

What they look for

Technical Troubleshooting Voice Technical Support Issue Resolution Technical Escalation Support Documentation Inbound Calls Outbound Calls Customer Satisfaction Incident Management Help-desk Systems Networking Hardware Software IT Service Management

Requirements

Requires 3 to 5 years of experience in technical or customer support environments with proficiency in troubleshooting and voice interactions. Candidates should hold at least a bachelor's degree or diploma in a relevant technical field.

Full description

Job Description

We are Sisco Jobs, a recruitment consultancy based in Trichy, Tamil Nadu. We are hiring on behalf of our client for the position of Technical Support Engineer in Chennai, Tamil Nadu. Our client is a reputed organization in the IT / Technical Support Services sector seeking skilled, motivated professionals. If you meet the requirements below, apply early as positions are limited.

Key Responsibilities

  • Provide voice-based technical support to international and domestic customers through inbound and outbound calls.
  • Diagnose customer-reported technical issues and provide appropriate troubleshooting assistance.
  • Focus on first-time resolution while maintaining high customer satisfaction standards.
  • Communicate technical instructions clearly and confidently to customers over the phone.
  • Escalate complex technical problems to the appropriate technical team and coordinate for faster resolution.
  • Track recurring technical issues and communicate relevant observations to internal teams.
  • Collaborate with the technical content team to identify missing, unclear, or outdated information in help modules.
  • Maintain professional customer interactions while working in a night-shift support environment.

Required Skills

  • Technical Troubleshooting: Ability to diagnose technical problems systematically and guide customers toward appropriate resolutions.
  • Voice Technical Support: Experience handling technical queries through inbound and outbound telephone support.
  • Issue Resolution: Ability to identify root causes, apply troubleshooting procedures, and work toward first-time resolution.
  • Technical Escalation: Understanding of when and how unresolved incidents should be escalated to specialist technical teams.
  • Support Documentation: Ability to identify documentation gaps and contribute feedback for improving technical help content.

Preferred Skills

  • Experience supporting international customers.
  • Familiarity with ticketing/help-desk systems and structured incident management.
  • Knowledge of knowledge-base and technical support documentation processes.

Work Experience Requirements

The position requires 3 years of experience. Candidates should preferably have hands-on experience in technical/customer support environments involving troubleshooting, voice interactions, issue escalation, and coordination with technical teams.

Experience supporting international or domestic customers over telephone-based support channels will be advantageous.

Education

Minimum: Typical — Bachelor's degree/diploma in Computer Science, IT, Electronics, Engineering, or a related discipline

Preferred: Typical — Relevant technical support, networking, hardware, software, or IT service-management certification

Contact Number - +91 97881 10111

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