We are looking for a technical support engineer who can provide enterprise-level support to customers. You should have the ability to research, diagnose, troubleshoot, and resolve the issues to the clients satisfaction.
Your Responsibilities
- Install, configure, monitor & maintain computer applications & networks
- Configure operating systems.
- Prioritize and manage the workflow along with resolving issues related to the network
- Diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion
- Design computer systems to meet requirements of the organization or clients.
- Possess the ability to learn and work on changing and emerging technologies.
- First point of contact for clients for issues concerning their computer systems and equipment.
- Keep track of user's system issues until they are resolved by adhering to the agreed timelines.
- Resolve complex problems, interact with clients through phone, emails or chats and provide unambiguously written instructions or technical manuals.
- Follow standard procedures of their organizations to resolve issues by escalating them to the relevant internal departments.
- Provide accurate feedback to customers promptly.
Ensure proper logging of all issues.
- Follow up with clients to make sure their computer systems are functioning properly after troubleshooting.
- Document technical knowledge in the knowledge database.
- Train people on how to use different types of systems.
- Monitor daily performance of technical systems.
- Help organizations deploy new software or hardware systems.
Skill Sets/Experience We Require
- Proven work experience as a Technical Support 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 technical issues
- Familiarity with remote desktop applications and help desk software (eg. Zendesk)
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- BS degree in Information Technology, Computer Science or relevant field
Pedigree
- Bachelors/Masters in Computer Science, Software Engineering, Information Technology or any other related discipline
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
