Job brief
We are recruiting for a technical support engineer to offer our customers enterprise-level support. You will identify and resolve hardware and software issues as well as assist users in installing software and applications.
A technical support engineer's responsibilities include configuring operating systems, repairing network issues, and providing speedy assistance via remote desktop connections. You will use chat and email tools to promptly address clients' minor IT issues. You will call clients and/or give those detailed written instructions and technical manuals in the case of more complicated issues that need nuanced training.
To be qualified for this role, you must hold a degree in a relevant field, namely computer science, information technology, or software engineering. A plus would be certification in Linux, Microsoft, Cisco, or a related field. We want to meet you if you naturally lend a hand, enjoy assisting others with computer problems, and have the ability to communicate technical concepts clearly.
Responsibilities
- Look into and find hardware and software solutions.
- Identify and resolve technical problems, such as account creation and network settings.
- Customers should be questioned specifically to quickly determine the issue's cause.
- Follow through on resolving computer system issues within the specified time frame.
- Talk to customers through a sequence of steps by phone, email, or chat until they have resolved a technical problem.
- Correctly escalate open concerns to relevant internal teams (e.g., software developers).
- Give customers timely and accurate feedback.
- For accurate tech solutions, consult internal databases or outside sources.
- Make sure all problems are duly logged.
- Create timely, accurate reports.
- Record technical information using notes and manuals.
- Maintain lighthearted interactions with clients.
- Set priorities for and simultaneously handle numerous open concerns.
- After troubleshooting, follow up with clients to make sure their IT systems are completely operational.
Requirements
- A demonstrated history of employment as a technical support engineer, desktop support engineer, IT help desk technician, or a comparable position
- Practical knowledge of Windows, Linux, and Mac OS environments
- Excellent knowledge of computers, smartphones, and other tech items
- The capacity to recognize and resolve simple technical problems
- Knowledge of help desk software and remote desktop programs
- Excellent communication and problem-solving abilities
- Ability to offer verbal and written step-by-step technical assistance BS in information technology, computer science, or a related discipline
- An advantage would be additional certification in Cisco, Microsoft, Linux, or comparable technologies
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