Abhishek Anand

Experience

• 

  Liasotech Pvt. Ltd.

  Jan 2021 - Feb 2024

  A Technical Support Engineer (TSE) plays a vital role in ensuring the smooth operation of technological systems across different locations. The position requires a combination of technical expertise, problem-solving skills, and excellent customer service abilities. Visiting client sites adds a layer of complexity and dynamism to the role, as it involves hands-on troubleshooting, system installations, and relationship building. Below is an in-depth look at the roles and responsibilities of a Technical Support Engineer who regularly visits various sites to resolve technical issues.1. Diagnosing and Troubleshooting Technical IssuesOne of the primary responsibilities of a Technical Support Engineer is to diagnose and resolve technical issues on-site. This involves:Identifying Problems: Understanding the symptoms of the issue reported by the client and determining its root cause.Hands-On Troubleshooting: Utilizing diagnostic tools, software, and technical manuals to pinpoint and fix the problem.Testing Solutions: Verifying that the implemented solution resolves the issue without creating new problems.Documenting Issues: Recording details of the problem and its resolution for future reference and reporting purposes.2. Maintenance and UpgradesPreventative maintenance and system upgrades are crucial for minimizing downtime and improving system performance. Responsibilities include:Routine Maintenance: Inspecting and servicing equipment to ensure it operates at optimal efficiency.System Upgrades: Installing updates to software, firmware, and hardware.Backup Solutions: Ensuring that data backup systems are in place and functioning correctly.Proactive Recommendations: Advising clients on potential upgrades or replacements to enhance their technology infrastructure. Show less

  • Electrical Engineer

    May 2023 - Feb 2024

  • Electrical Engineer

    Apr 2021 - Apr 2023

  • Electrical Engineer Trainee

    Jan 2021 - Mar 2021
• 

  Kleenoil Filtration India

  Mar 2024 - now

  Technical Support Responsibilities:1. Team Leadership:Lead and manage the technical support team, ensuring timely and effective resolution of technical issues.Provide guidance, training, and mentorship to team members.2. Issue Resolution:Oversee troubleshooting and resolution of complex technical problems.Ensure all tickets and queries are resolved within agreed service-level agreements (SLAs).3. Process Optimization:Develop and implement efficient support processes and workflows.Analyze recurring issues and initiate strategies for long-term resolution or prevention.4. Knowledge Base Maintenance:Ensure documentation of technical solutions, FAQs, and troubleshooting steps.Regularly update resources to reflect product changes and new insights.5. Collaboration:Work with engineering and product teams to escalate and resolve advanced issues.Provide feedback on product improvements based on customer reports.Customer Relations Responsibilities:1. Customer Interaction:Serve as the primary point of contact for escalated customer concerns and complex cases.Build and maintain strong relationships with key customers.2. Feedback Management:Gather customer feedback on products and services to identify areas for improvement.Communicate feedback effectively to internal teams for actionable outcomes.3. Customer Experience Enhancement:Design and implement strategies to improve customer satisfaction and loyalty.Ensure consistent and positive experiences across all customer touchpoints.4. Conflict Resolution:Address complaints and disputes professionally and effectively.Implement corrective actions to resolve recurring issues.5. Reports and Insights:Generate detailed reports on customer feedback, support trends, and satisfaction levels.Present insights and recommendations to senior management. Show less

  • Manager - Technical Support & Customer Relations

    Sept 2024 - now

  • Senior Engineer

    Mar 2024 - Aug 2024