Service Engineer

As a Technical Support Engineer, your role involves providing enterprise-level support to customers by researching, diagnosing, troubleshooting, and resolving issues to ensure client satisfaction. Your responsibilities will include: - Installing, configuring, monitoring, and maintaining computer applications and networks. - Configuring operating systems. - Prioritizing and managing workflow while resolving network-related issues. - Diagnosing and troubleshooting issues by engaging customers to understand the details of their problems. - Designing computer systems to meet organizational or client requirements. - Learning and adapting to changing and emerging technologies. - Serving as the first point of contact for clients regarding computer system and equipment issues. - Tracking user system issues until resolution within agreed timelines. - Resolving complex problems, interacting with clients via phone, email, or chat, and providing clear instructions or technical manuals. - Following standard procedures for issue resolution by escalating them to relevant internal departments. - Providing prompt and accurate feedback to customers. - Ensuring proper logging of all issues. - Following up with clients to verify the functionality of their computer systems post-troubleshooting. - Documenting technical knowledge in the knowledge database. - Training individuals on the use of various systems. - Monitoring the daily performance of technical systems. - Assisting organizations in deploying new software or hardware systems. The required skill sets and experience for this role include: - Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar position. - 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 assistance, both written and verbal. - A degree in Information Technology, Computer Science, or a relevant field. In terms of qualifications, a Bachelors or Masters in Computer Science, Software Engineering, Information Technology, or a related discipline is preferred. Additional certifications in Microsoft, Linux, Cisco, or similar technologies would be considered a plus for this role.,