Service Engineer

Role Overview: As a technical support engineer, your main responsibility will be to provide enterprise-level support to customers. You are expected to research, diagnose, troubleshoot, and resolve issues to ensure customer satisfaction. Your role will involve installing, configuring, monitoring, and maintaining computer applications and networks. Additionally, you will be required to prioritize and manage workflow, resolve network-related issues, and design computer systems to meet organizational requirements. Key Responsibilities: - Install, configure, monitor & maintain computer applications & networks - Configure operating systems - Prioritize and manage workflow, resolving network-related issues - Diagnose and troubleshoot issues by questioning customers in detail - Design computer systems to meet organizational requirements - Keep track of user system issues until resolution within agreed timelines - Interact with clients through phone, emails, or chats to provide instructions or technical manuals - Follow standard procedures to escalate and resolve issues - Provide accurate feedback to customers promptly - Ensure proper logging of all issues - Follow up with clients to confirm proper functioning of computer systems post troubleshooting - Document technical knowledge in the knowledge database - Train individuals on using various systems - Monitor daily performance of technical systems - Assist in deploying new software or hardware systems Qualifications Required: - Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role - Hands-on experience with Windows/Linux/Mac OS environments - Good understanding of computer systems, mobile devices, and other tech products - Ability to diagnose and troubleshoot basic technical issues - Familiarity with remote desktop applications and help desk software (e.g., Zendesk) - Excellent problem-solving and communication skills - Ability to provide step-by-step technical help, both written and verbal - BS degree in Information Technology, Computer Science, or relevant field - Bachelors/Masters in Computer Science, Software Engineering, Information Technology, or related discipline - Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus,