Sr Technical Support Executive Infection Control (Lucknow)

Purpose The purpose of the Senior Technical Support role is to ensure effective installation maintenance troubleshooting and technical support of products and systems while delivering timely solutions to customers and internal stakeholders The role focuses on minimizing downtime enhancing customer satisfaction resolving complex technical issues and supporting continuous improvement in product performance and service quality Scope The scope of a Senior Technical Support role includes providing advanced technical assistance ensuring smooth operation of products services resolving complex customer issues and supporting continuous improvement of technical processes Key Responsibilities Provide Level 2 Level 3 technical support for hardware software network and systemrelated issues Diagnose troubleshoot and resolve complex technical problems within defined SLAs Escalate critical issues to relevant teams and ensure timely followup until closure Monitor system performance and identify opportunities for preventive maintenance Assist in installation configuration and maintenance of technical systems and applications Maintain accurate records of incidents service requests and resolutions Develop and update technical documentation user guides and troubleshooting manuals Train and mentor junior technical support team members Coordinate with vendors and service providers for technical issue resolution Support implementation of new technologies upgrades and IT projects Ensure compliance with company policies cybersecurity standards and data protection guidelines Generate technical reports and provide recommendations for process improvements Qualifications Experience Bachelors Degree in Computer Science Information Technology Electronics Engineering or related field Relevant technical certifications Microsoft Cisco CompTIA ITIL etc preferred 58 years of experience in Technical Support IT Support Service Engineering or related roles Experience in troubleshooting hardware software networking and enterprise applications .