Technical Support Engineer
Company: Hiya Digital Private Limited
Location: Chembur, Mumbai, India
Type: Full-time
Experience: 2+ years
About Hiya Digital Private Limited
A passion for innovation and a dedication to providing top-notch digital experiences drive Hiya Digital Private Limited, a leading web solutions provider. We specialize in various services, including domain names, web hosting, email hosting, website design and development, digital marketing, and web security. Our mission is to empower businesses of all sizes with the tools and expertise they need to thrive online.
At Hiya Digital, we foster a collaborative and supportive work environment where every team member feels valued and has the opportunity to grow. We believe in open communication, continuous learning, and recognizing individual contributions. If you want to join a dynamic team that is passionate about technology and dedicated to client success, Hiya Digital is the place for you.
Job Profile For Technical Support Engineer
We are seeking a motivated and skilled technical support engineer to join our dynamic team and play a vital role in ensuring the satisfaction of our clients. As a Technical Support Engineer, you will be the first point of contact for clients experiencing technical issues. You will provide timely and effective solutions across our comprehensive web solutions, ensuring our clients receive the highest level of support and service. You will be part of our dedicated support team and report to the Support Team Lead.
Job Responsibilities For Technical Support Engineer
Technical Support and Troubleshooting:
- Respond to client inquiries via phone, email, and chat, addressing various technical issues related to our services, including domain names, web hosting, email hosting, website functionality, security, and more.
- Effectively diagnose and resolve technical problems, demonstrating your expertise in web hosting technologies, server configurations, domain management, email protocols, website development principles, and security best practices.
- Assist with basic server administration tasks, such as account creation, resource monitoring, and troubleshooting server-related issues.
- Guide clients on security best practices, assist with implementing security measures and address security-related concerns.
- Provide support for various software and applications used in web development and digital marketing, troubleshoot issues, and assist with configurations.
Client communication and relationship management:
- Communicate technical information clearly and concisely to clients with varying technical expertise, ensuring they understand the solutions provided.
- Provide exceptional customer service, demonstrating patience, empathy, and a commitment to resolving client issues promptly and effectively.
- Build positive client relationships, fostering trust and confidence in our services.
Collaboration and Documentation:
- Collaborate effectively with internal teams, including developers, system administrators, and sales, to resolve complex issues and escalate problems as needed.
- Contribute to the development and maintenance of a comprehensive knowledge base and technical documentation that empowers clients and colleagues.
- Meticulously document and track client issues, ensuring proper follow-up and resolution and contributing to ongoing service improvement.
Job Requirements For Technical Support Engineer
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Experience: Minimum of 2 years of experience in a technical support role within the web solutions industry.
Technical Skills
- Web hosting technologies: Strong understanding of web hosting technologies (e.g., Apache, Nginx), server configurations (Linux/Windows), and control panels (cPanel, Plesk).
- Domain management: Experience with domain name registration, DNS management, and domain transfer processes.
- Email hosting: knowledge of email hosting protocols (POP3, IMAP, SMTP) and troubleshooting email-related issues.
- Website technologies: familiarity with website design and development principles, including HTML, CSS, and JavaScript.
- Web security: Understanding web security practices, including firewalls, SSL certificates, and intrusion detection systems.
- Databases: Basic knowledge of database management systems (e.g., MySQL) and SQL queries.
Communication and Interpersonal Skills
- Excellent communication: strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical audiences.
- Customer-centric approach: demonstrated ability to provide exceptional customer service and build strong client relationships.
- Active listening is listening attentively to client concerns and understanding their needs.
Problem-solving and Analytical Skills
- Analytical mindset: ability to analyze technical problems, identify root causes, and develop practical solutions.
- Troubleshooting skills: proficient in troubleshooting technical issues across various web technologies and platforms.
- Problem-solving approach: A proactive and solution-oriented approach to resolving client issues.
Desired Candidate Profile For Technical Support Engineer
- Customer-focused: A solid commitment to exceptional customer service and exceeding client expectations.
- Team player: ability to collaborate effectively with colleagues and contribute to a positive team environment.
- Adaptability: willingness to learn new technologies, adapt to changing industry trends, and embrace new challenges.
- Time management: Effective time management and prioritization skills to handle multiple tasks and meet deadlines.
- Initiative: A proactive approach to identifying areas for improvement and implementing solutions.
- Professionalism: Maintains a high level of professionalism in all interactions with clients and colleagues.
- Certifications: Relevant certifications in web hosting, security, or related areas (e.g., CompTIA Server+, AWS Certified Solutions Architect) are a plus.
To Apply For Technical Support Engineer
If you are a passionate technical support engineer with the required skills and experience, we invite you to apply and join our innovative and dynamic team at Hiya Digital Private Limited. To apply, please email your resume and a cover letter detailing your relevant experience to [hr@hiya.digital].
