Technical Support Engineer

About Voznet (Pvt) Ltd.
Voznet (Pvt) Ltd is the oldest official Zoom partner in Pakistan, providing comprehensive IT solutions, including video conferencing, unified communications, cloud solutions, and IT infrastructure services. We specialize in delivering B2B solutions tailored to our clients’ needs.

Job Summary
We are seeking a motivated Technical Support Engineer to provide hands-on technical assistance to our B2B clients. The ideal candidate will troubleshoot, resolve, and provide solutions for IT products and services, ensuring client satisfaction.

Key Responsibilities:

• Provide Level 1 and Level 2 technical support for Voznet products, including Zoom, cloud services, video and voice collaboration solutions and IT infrastructure solutions.
• Diagnose and resolve technical issues related to video conferencing, hardware, and network setups.
• Collaborate with clients to ensure seamless deployment and operation of Voznet solutions.
• Maintain a detailed record of support cases and escalate complex issues to senior engineers.
• Conduct training sessions or demonstrations for clients on Voznet’s solutions.
• Work closely with the sales team to understand client requirements and provide technical insights.

Requirements:

• Bachelor’s degree in Computer Science, IT, or a related field.
• Minimum 2+ years of experience in technical support or a similar role.
• Strong troubleshooting skills in hardware, software, and network environments.
• Familiarity with video conferencing tools (e.g., Zoom), cloud platforms, and IT infrastructure.
• Excellent communication and interpersonal skills.
• Willingness to travel occasionally for on-site client support.

Targets:

• First Response Time: Respond to client support inquiries within an hour.
• Issue Resolution Time: Resolve most issues within 24 hours, with a target of 90% of issues resolved within the same timeframe.
• Client Satisfaction Score: Maintain a satisfaction score of at least 8/10 on support tickets.
• Ticket Volume and Resolution Rate: Handle a target volume of tickets per day/week, with a resolution rate of 95%+.
• Documentation Quality: Ensure that support interactions are well-documented and updated in CRM systems for future reference.

Performance Review: Monthly, focusing on response and resolution times, satisfaction scores, and ticket volume.

What We Offer:

• Competitive salary and benefits.
• Opportunity to work with cutting-edge technologies.
• A collaborative and supportive work environment.