Role Overview
The Technical Support Engineer is responsible for providing end-to-end technical assistance for home network deployments, ensuring customers receive efficient, high-quality support whenever they face issues with their network infrastructure. The role blends technical proficiency, customer communication, and a strong sense of ownership.
A Technical Support Engineer not only resolves issues but also educates users, guiding them step-by-step through solutions. They troubleshoot home routers, modems, VPN setups, and wireless networks, ensuring smooth connectivity and performance.
Key Responsibilities
Technical Troubleshooting:Diagnose and resolve issues related to routers, wireless access points, modems, and connected devices in a home network environment. This involves identifying problems quickly and recommending effective solutions.
Customer Assistance:
Communicate with customers in clear, professional English, ensuring they understand both the problem and the resolution steps. Patience, empathy, and clarity are crucial.
Network Deployment Support:
Assist users in setting up or reconfiguring home network layouts. This can include IP addressing, subnetting, VLAN setup, and DHCP/DNS configurations.
Contract Sales:
Beyond troubleshooting, engineers are expected to promote and sell support contracts that enhance customer value — demonstrating both technical and persuasive communication skills.
Documentation and Reporting:
Maintain accurate logs of all interactions and issues for quality assurance and future reference.
Continuous Learning:
Stay updated with new technologies, OS changes, and device firmware updates to ensure support is always relevant and effective.
Skills and Abilities That Define Success
Tech Mahindra’s Technical Support Engineers are defined by their balance of technical knowledge and people skills. Here’s what makes an ideal candidate stand out:
1.Comprehensive Networking Knowledge
- Deep understanding of home network deployments — including how routers, modems, access points, and VPNs interact.
- Familiarity with IP addressing, subnetting, DHCP, DNS, VLAN configurations, and the OSI Model.
- Awareness of non-enterprise-grade networking devices and common consumer setups.
2. Technical Proficiency Across Platforms
- Expertise in Windows and macOS operating systems.
- Strong grasp of Android and iOS for mobile device troubleshooting.
- Understanding of firewall configurations and VPN setup for secure connections.
3. Exceptional Communication Skills
- Impeccable English speaking and writing skills (VNA score 5 or above).
- Ability to explain complex technical issues in simple, user-friendly terms.
- Neutral accent and a positive, reassuring tone to enhance customer comfort.
4. Soft Skills That Matter
- Attentive to detail and capable of multitasking in high-pressure situations.
- Excellent analytical, organizational, and time-management abilities.
- A customer-first mindset, ensuring every interaction builds trust and satisfaction.
5. Sales and Service Orientation
- Confidence in recommending service upgrades or support packages that genuinely benefit customers.
- Ability to balance technical help with business development goals.
Educational and Professional Background
To qualify for this role, candidates should have a B.Tech/B.E., BCA, or B.Sc. degree in IT, Computer Science, Cloud Computing, or Cybersecurity. Equivalent qualifications with hands-on networking experience are also welcomed.
While professional certifications like CCNA, CompTIA Network+, or Microsoft Certified: Azure Fundamentals aren’t mandatory, they significantly strengthen a candidate’s profile and help accelerate growth within Tech Mahindra’s global network.
Work Environment and Expectations
- Shifts: The role operates in a 24x7 environment, which means flexibility in work hours is essential.
- Performance Metrics: Typing speed (minimum 25 WPM with 80% accuracy), communication assessments, and technical tests form part of the evaluation process.
- Career Growth: Successful engineers often move into network administration, technical training, or customer success leadership roles within the company.
Interview Process Breakdown
Tech Mahindra follows a structured recruitment process to ensure only the most capable and motivated candidates join the team:
- RMG Screening: Initial qualification based on job requirements.
- Typing Test: Minimum 25 WPM with 80% accuracy.
- VnA / Speech Assessment: Communication and accent evaluation (minimum score 5).
- Technical Test: Assessing understanding of IP addressing, subnetting, DHCP, DNS, VLAN, and troubleshooting.
- Ops / Competency-Based Interview (CBI): Real-world scenario discussions to test problem-solving and behavioral fit.
- Salary Discussion and Documentation: Final offer and onboarding process.
Why Join Tech Mahindra?
Tech Mahindra is not just another IT services company. It’s an innovation-driven organization that values people, learning, and transformation. Here are some reasons why joining as a Technical Support Engineer can be a career-defining move:
✅ Global Exposure
You’ll interact with clients from across the world, gaining insights into international communication standards and troubleshooting practices.
🚀 Skill Advancement
With ongoing training programs, certifications, and mentorship opportunities, you’ll constantly evolve as a tech professional.
💼 Career Mobility
Tech Mahindra offers clear pathways for growth — from support roles to advanced engineering, network design, or even managerial positions.
🌱 Work Culture
A culture rooted in collaboration, inclusivity, and customer-centric excellence ensures that every employee feels valued and motivated.
How To Apply
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