Job brief

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers.

Responsibilities

l Research and identify solutions to software and hardware issues

l Diagnose and troubleshoot technical issues, including account setup and network configuration

l Ask customers targeted questions to quickly understand the root of the problem

l Track computer system issues through to resolution, within agreed time limits

l Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

l Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

l Provide prompt and accurate feedback to customers

l Refer to internal database or external resources to provide accurate tech solutions

l Ensure all issues are properly logged

l Prioritize and manage several open issues at one time

l Follow up with clients to ensure their IT systems are fully functional after troubleshooting

l Prepare accurate and timely reports

l Document technical knowledge in the form of notes and manuals

l Maintain jovial relationships with clients

Requirements and skills

l 06-1 Year experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

l Hands-on experience with Windows/Linux/Mac OS environments

l Good understanding of computer systems, mobile devices and other tech products

l Ability to diagnose and troubleshoot basic technical issues

l Familiarity with remote desktop applications and help desk software (eg. Zendesk)

l Excellent problem-solving and communication skills

l Ability to provide step-by-step technical help, both written and verbal

l BS degree in Information Technology, Computer Science or relevant field

l Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus