Experienced Technical Support Engineer Trainer who designs and delivers job‑oriented technical support training programs, builds real-time troubleshooting skills, and makes learners placement ready for IT / BPO support roles.
Role Overview
- Develop and deliver structured Technical Support training (voice/non-voice) focused on desktop, application, basic networking and ticketing tools.
- Bridge the gap between academic knowledge and real-world support environments through scenario-based learning, mock calls and live ticket simulations.
- Own end-to-end training lifecycle: needs analysis, curriculum design, delivery, assessment, feedback and post-training performance tracking for placement readiness.
Key Responsibilities
- Design comprehensive Technical Support curricula covering troubleshooting methodology, OS basics, software/hardware issues, networking fundamentals, remote tools and ITIL-based ticket handling.
- Conduct classroom, virtual and on-the-job sessions including mock calls, email/chat simulations, role plays and process walk-throughs aligned to IT/BPO support processes.
- Train learners on customer handling: call opening, probing, empathy, documentation, escalation, ownership and first call resolution best practices.
- Create and maintain training content: presentations, handouts, troubleshooting guides, SOPs, FAQs, assessments and checklists tailored to fresher and lateral batches.
- Assess skill gaps through pre/post tests, call/ticket evaluations and performance scorecards; track improvement and take corrective training actions.
- Run “placement readiness” modules on resume building, interview preparation, GD/role-play, communication and workplace professionalism specific to Technical Support roles.
- Collaborate with recruitment/placement teams to align training with hiring partner JD, technical screens and client certification expectations.
- Mentor and coach trainees one-on-one on product knowledge, troubleshooting approach, soft skills and process compliance until they reach deployable/placement-ready status.
Required Skills and Competencies
- Strong hands-on experience in Technical Support / Service Desk / Helpdesk with proven exposure to troubleshooting hardware, software and basic network issues.
- Excellent communication skills with ability to explain complex technical concepts in simple, non-technical language to beginners.
- Strong facilitation and classroom management skills; expertise in conducting engaging workshops, live demos and role plays.
- Solid documentation and content development skills for creating user guides, SOPs, knowledge articles and training assessments.
- Data-driven approach to training effectiveness using test scores, call quality, productivity and placement metrics.
Qualifications and Experience
- Graduate in IT/Computer Science or related field; relevant technical certifications (CompTIA A+, N+, ITIL, Microsoft, Cisco, etc.) preferred.
- 3–5+ years of experience as a Technical Support Engineer / Service Desk Analyst, including at least 2 years in a training, TL, or mentoring role.
- Experience training for international/domestic BPO, SaaS, or IT support processes will be an added advantage.
Job Type: Part-time
Pay: ₹9,509.41 - ₹20,000.00 per month
Work Location: Remote
