Technical Support Engineer

 

Brief job description

We are looking for a Technical Support Engineer to provide enterprise level assistance to our customers. You will diagnose and solve software and hardware problems and help our customers install applications and programs.

Technical support engineer responsibilities include troubleshooting network problems, configuring operating systems, and using remote desktop connections to provide immediate assistance. You will use email and chat applications to offer customers quick answers to computer problems. For more complex problems that require nuanced instructions, you will contact customers by phone or provide clear, written instructions and technical manuals. To apply for this position, you must have a degree in a related field, such as Computer Science, Information Technology, or Software Engineering. Having a certificate in Microsoft, Cisco, Linux or similar will be valued. If you have a helpful character, enjoy helping people with computer problems and are able to explain technical details in a simple way, we would like to meet you.

Ultimately, you will be a person our clients trust. They will trust you to provide timely and accurate solutions to their technical problems tech support job

Responsibilities

• Investigate and determine solutions for software and hardware problems
• Diagnose and resolve technical issues, including account setup and network setup
• Ask customers questions to quickly understand the cause of the problem
• Direct the problems of the computer system to the solution, within the agreed time frames
• Tell customers a series of actions, by phone, email or chat, until they solve a technical problem
• Timely refer unresolved issues to appropriate internal teams (e.g., software developers)
• Provide immediate and accurate responses and feedback to customers
• Consult the internal database or external resources to provide precise technical solutions
• Make sure all problems are properly recorded
• Prioritize and manage multiple open issues at once
• Follow up with customers to ensure their IT systems are fully operational after problem resolution
• Produce accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients

Requirements

• Demonstrable work experience as a technical support engineer, maintenance engineer, IT support technician, or similar position
• Hands-on experience with Windows / Linux / Mac OS environments
• Good knowledge of computer systems, mobile devices and other technical products
• Ability to diagnose and solve basic technical problems
• Familiarity with remote desktop applications and support software (eg, Zendesk)
• Excellent communication and problem-solving skills
• Ability to offer step-by-step technical help, both written and oral
• Degree in Information Technology, Computer Science or a related field
• Having a certificate in Microsoft, Cisco, Linux or similar technologies will be an asset