Technical Support Engineer

Job Description

Job brief We are looking for a TechnicaSupport Engineer to provide enterprise-leveassistance to our customers. TechnicaSupport Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You wiluse emaiand chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you wilcontact clients via phone and/or provide clear, written instructions and technicamanuals. To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. Responsibilities Research and identify solutions to software and hardware issues Diagnose and troubleshoot technicaissues, including account setup and network configuration Ask customers targeted questions to quickly understand the root of the problem Track computer system issues through to resolution, within agreed time limits Talk clients through a series of actions, either via phone, emaior chat, untithey ve solved a technicaissue Properly escalate unresolved issues to appropriate internateams (e. g. software developers) Provide prompt and accurate feedback to customers Refer to internadatabase or externaresources to provide accurate tech solutions Ensure alissues are properly logged Prioritize and manage severaopen issues at one time Follow up with clients to ensure their IT systems are fully functionaafter troubleshooting Prepare accurate and timely reports Document technicaknowledge in the form of notes and manuals Maintain joviarelationships with clients Requirements and skills 2-3 Years experience as a TechnicaSupport 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 technicaissues Familiarity with remote desktop applications and help desk software (eg. Zendesk) Excellent problem-solving and communication skills Ability to provide step-by-step technicahelp, both written and verbal Additionacertification in Microsoft, Linux, Cisco or similar technologies is a plus