Tech Support & Service Engineer

Job Overview

The Tech Support & Service Engineer role involves delivering technical assistance to customers and managing service centre functions. This includes diagnosing, repairing, testing, servicing, installing, and maintaining biometric devices along with associated software solutions. The position requires handling customer issues, overseeing warranty and return merchandise authorization procedures, maintaining documentation, and ensuring prompt service completion.

Key Responsibilities

• Offer technical support via telephone, email, remote access, and onsite visits.
• Diagnose, troubleshoot, repair, test, configure, and maintain biometric devices, Aadhaar devices, attendance monitoring systems, and access control technologies.
• Manage service centre tasks such as device inspection, firmware updates, and quality assurance testing.
• Process warranty claims, RMA, repairs, and replacements; collaborate with OEMs; and maintain detailed service logs.
• Handle service ticket management, prepare repair quotations and invoices utilizing Zoho Desk and Zoho Books, and ensure proper documentation.
• Install and configure software, perform database backups and restoration, basic SQL troubleshooting, API testing, and network troubleshooting.
• Develop technical documentation and service reports.
• Leverage AI productivity tools to enhance business workflows.
• Coordinate cross-functionally with Development, Quality Assurance, Sales, Stores, Accounts, and OEM teams to achieve timely resolution and customer satisfaction.

Skills and Technical Expertise

• Hardware troubleshooting and repair skills.
• Customer technical support capabilities.
• Proficiency with Biometric Attendance and Access Control Systems.
• Working knowledge of Windows OS, basic networking, and SQL Server.
• Basic understanding of REST APIs and Postman.
• Familiarity with Zoho Desk and Zoho Books platforms.
• Experience with remote support tools such as AnyDesk and TeamViewer.
• Ability to use AI-based productivity tools effectively.
• Strong communication skills.

Qualifications

Diploma, B.E., or B.Tech in Electronics, Electrical, Computer Science, IT, Mechanical, or relevant engineering fields.