Technical Support Engineer

As a support engineer, your role involves identifying hardware and software solutions and providing first-level technical support to customers via phone, email, chat, or in-person. You will diagnose and troubleshoot technical problems related to products or services, guiding customers through step-by-step solutions and providing clear instructions. It is essential to maintain accurate and detailed records of customer interactions and support requests, escalating complex issues to the appropriate technical team or supervisor when necessary. Staying up-to-date with product knowledge and technical advancements is crucial to provide the best support possible. Collaboration with other team members to share knowledge and improve support processes is expected from you. Key Responsibilities: - Identify hardware and software solutions - Provide first-level technical support through various channels - Diagnose and troubleshoot technical problems - Guide customers through solutions and provide clear instructions - Maintain accurate records of customer interactions - Escalate complex issues when necessary - Stay up-to-date with product knowledge and technical advancements - Collaborate with team members to improve support processes - Ensure a positive customer experience by resolving issues professionally - Participate in ongoing training and professional development opportunities Qualifications Required: - Technical support experience - Knowledge of IT service management - Familiarity with network security - Strong customer service skills - Proficiency in computer hardware troubleshooting In addition to the mentioned responsibilities and qualifications, the job requires resolving network issues.,