Technical Support Engineer

CAVITAK with its 375 member strong team ( referred to as Cavs ) are engaged in below Business Verticals: Retail Distribution - Mobile & Consumer Goods Value-Added Tech Distribution - Audio & Video, Fire, Security, Automation, Network & Power Solutions and Fundamental Resource Management & AI Global Commerce - Launchpad for global and Indian brands on e-commerce platforms Responsibilities: Provide technical support to customers, dealers, and field technicians through various channels, including phone, email, and remote access tools. Diagnose and troubleshoot technical issues related to hardware, software, and network components. Collaborate with cross-functional teams, including product OEM teams to resolve complex technical problems and implement effective solutions. Conduct remote diagnostics to identify system faults and guide customers through appropriate troubleshooting and resolution steps. Create and maintain detailed technical documentation, including troubleshooting guides, knowledge base articles, and FAQs. Assist the training department in developing and delivering technical training programs for customers, dealers, and internal teams. Ensure accurate and timely recording of customer interactions, technical issues, and resolutions in the support ticketing system. Who are we looking for: Diploma or bachelor's degree in engineering, Computer Science, or a related technical field Proficient in troubleshooting intrusion and IP VDP system issues, including knowledge of network protocols, IP configurations, and video management software. Customer-centric mindset with a focus on delivering exceptional support and ensuring customer satisfaction. Familiarity with industry standards and protocols, such as SIP, ONVIF, RTSP, TCP/IP, and PoE. Willingness to travel occasionally for on-site visits, installations, and training sessions.