Desktop Support Engineer

Desktop SupportEngineer

To meet the qualifications specified:

1. Educational Background:

   A degree in a relevant field, such as Computer Science, Information Technology, or a related discipline, is a requirement.

2. Experience:

   While not explicitly mandatory, experience in fields like Computer Science or IT is considered advantageous. It may provide a practical understanding of the domain that can be beneficial in this role.

3. Personal Traits

   : Being a naturalhelper and enjoyingassisting people with their computer issues are essential qualities. Additionally, the ability to simplify and effectively communicate technical details to individuals with varying levels of technical knowledge is a significant advantage.

If you possess the educational qualification, experience, and the mentioned traits, it's likely you fit the criteria for this role. Demonstrating your passion for helping peoplewith technical issuesand your ability to communicate complex information in an understandable manner during the application.

Roles and Responsibilities

Technical Expertise:

Provide advanced technical support tocustomers and internal teams.

Troubleshoot complex technicalissues related to software, hardware, or network systems. Perform root cause analysis for recurring issues and implement permanent resolutions.

Collaborate with development teams to escalateand resolve productissues. Maintain up-to-date knowledge of new technologies and industry trends.

Customer Support:

Act as a point of escalation for critical customerissues.

Communicate effectively with customers to understand their technical concerns. Manage and prioritize support tickets and customer inquiries.

Ensure timely resolution of customer issuesaccording to servicelevel agreements (SLAs). Provide training and guidance to junior support engineers.

Documentation and Reporting:

Document troubleshooting steps and solutions for knowledge base articles. Create and maintaintechnical documentation, including FAQs and user guides.

Generate regular reports on support activities, issue trends,and resolution metrics.

Quality Assurance:

Conduct quality assurance testing for new software releasesor patches. Validate bug fixes and ensure they meet customer requirements.

Perform regression testing toidentify potential issues before deployment.

Communication Skills:

Communicate technical information effectively to both technical and non-technical audiences. Provide regular updates to customers and stakeholders on issue status and resolution.

Participate in customer-facing meetings and conference calls as a technical expert. Troubleshooting and Problem-Solving:

Utilize diagnostic tools and resourcesto analyze technical issues. Develop creative solutions to complex technical problems.

Implement temporary workarounds and permanent fixes asnecessary.

Compliance and Security:

Ensure compliance with data protection regulations and securitybest practices. Follow established protocols for handling sensitive customer information.

Required Skill Set: