Job
Description
About us:
Working at Tech Holding isnt just a job, its an opportunity to be a part of something biggerWe are a full-service consulting firm that was founded on the premise of delivering predictable outcomes and high-quality solutions to our clientsOur founders and team members have industry experience and have held senior positions in a wide variety of companies- from emerging startups to large Fortune 50 firms- and we have taken our combined experiences and developed a unique approach that is supported by the principles of deep expertise, integrity, transparency, and dependability
Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support
You will use email and chat applications to give clients quick answers to simple IT issuesFor more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manualsTo 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 plusIf youre naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, wed like to meet youUltimately, you will be a person that our customers trust
They will rely on you to provide timely and accurate solutions to their technical problemsExperience 2 3 years
ShiftsRotational ShiftsResponsibilitiesExcellent communication skills and ability to discuss and troubleshoot issues with Native English SpeakersEfficiently handling incoming voice calls and acting as the first point of contact for service request calls & requisitions through voice supportTelephonic support to End Users and coordination with Vendors, Client Problem Management team, and other Support teams
Provide phone and help desk support for local and off-site users
Provide network troubleshooting and support, as well as end-user software and hardware troubleshooting
Record detailed incident descriptions in the call tracking system and follow up to resolve issues, ensuring customer satisfaction
Answer and manage incoming calls, emails, chats, and/or interactive voice response systems
Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and mannerDiagnose and troubleshoot technical issues, including account setup and network configurationAsk customers targeted questions to quickly understand the root of the problemTalk clients through a series of actions, either via phone, email, or chat, until theyve solved a technical issueProperly escalate unresolved issues to appropriate internal teams (e.gsoftware developers)Provide prompt and accurate feedback to customersRefer to the internal database or external resources to provide accurate tech solutions
Follow up with clients to ensure their IT systems are fully functional after troubleshootingDocument technical knowledge in the form of notes and manuals
RequirementsActive Directory/User management/ TroubleshootingOffice 365-Outlook TroubleshootingWindows and system application TroubleshootingKnowledge of Technical Terms DNS/DHCP/VPN/Network etcKnowledge/Experience of Backup tools
Knowledge of Ticketing tools and SLAKnowledge of Server/Network Monitoring Tools
Excellent analytical skills, written and verbal communicationExperience as a technical specialist in customer-facing roles
Strong task management skillsCustomer focused with a passion for resolving unique problemsMust have on-call support experienceInternational client support experience (Preferred)Basic knowledge of AWS and Linux (Advantage)24*7 Support (Rotational Night Shift)5 days workingVoice Support
Perks working at Tech Holding:
Learning & Development Opportunities2 Rotational Week-OffEmployee Family InsuranceVarious type of Leaves (Apart from Casual and Sick Leaves, New Parent Leaves, Marriage Leaves.)Tech Holding is proud to be an Equal Opportunity Employer and is committed to fostering a diverse and inclusive workplaceWe welcome applicants from all backgrounds and experiences, and we consider qualified applicants without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristicIf you require accommodation in the application process, please contact our HRShow more Show less
