Technical Support Engineer Intern

Job Description:
 • Provide Technical Support: Offer timely and effective technical support for both software and hardware issues. Assist users with troubleshooting, diagnostics, and problem resolution.
• Issue Resolution: Diagnose and resolve technical problems related to operating systems, applications, network configurations, and hardware components.
• Software Management: Install, configure, and update software applications. Ensure software compatibility and troubleshoot software-related issues.
• Hardware Maintenance and Fixes: Perform regular maintenance on hardware, including desktops, laptops, printers, and other peripherals. Conduct hardware upgrades and repairs as needed, including replacing faulty components and ensuring proper functionality.
• Active Directory Management: Manage and maintain Active Directory (AD) services, including user account creation, group policies, and permissions. Troubleshoot and resolve AD-related issues.
• Azure Cloud Support: Provide support for Azure Cloud services, including configuring and managing virtual machines, storage solutions, and cloud-based applications. Assist in migrating services to the Azure Cloud and ensure optimal performance and security.
• User Training: Educate end-users on proper use of software and hardware. Create and update user manuals and technical documentation.
• System Monitoring: Monitor system performance and ensure systems are running optimally. Implement and oversee security measures to protect company data.
• Incident Tracking: Maintain detailed records of support requests and resolutions using a ticketing system. Analyze trends to identify recurring issues and propose long-term solutions.
• Collaboration: Work closely with other IT professionals and departments to resolve complex issues. Participate in team meetings and contribute to continuous improvement initiatives.
• Project Participation: Assist in IT projects, such as system upgrades, migrations, and implementations. Provide technical insights and support during project planning and execution.

internship type: unpaid - 4 days from the office and 1day remotely (10am to 4pm)

The intern will learn:

1. Product Knowledge: You'll become intimately familiar with the company's software products, understanding their features, functionality, and how they address customer needs.
2. Troubleshooting Skills: You'll learn how to diagnose and solve technical issues that customers encounter, using various tools and methodologies to efficiently resolve problems.
3. Communication Skills: Effective communication is essential in technical support roles. You'll learn how to articulate complex technical concepts clearly and concisely, both verbally and in writing, to assist customers with their queries.
4. Customer Interaction: Interacting with customers will be a significant part of your role. You'll learn how to manage customer expectations, provide exceptional service, and handle challenging situations with professionalism and empathy.
5. Ticket Management: You'll gain experience using ticketing systems to track and prioritize customer issues, ensuring timely resolution and maintaining detailed records of interactions.
6. Collaboration: You'll work closely with other members of the support team, as well as developers and other departments, learning how to collaborate effectively to address customer needs and improve product functionality.
7. Continuous Learning: The technology landscape is constantly evolving. You'll be encouraged to stay updated on industry trends, new technologies, and best practices, fostering a culture of continuous learning and improvement.
8. Problem-Solving: Technical support often involves encountering novel challenges. You'll develop strong problem-solving skills, learning to think critically and creatively to find solutions to unique customer issues.
9. Documentation: Clear and comprehensive documentation is essential for both internal knowledge sharing and assisting customers. You'll learn how to create and maintain documentation, including FAQs, troubleshooting guides, and knowledge base articles.
10. Quality Assurance: You may be involved in testing new software releases or updates to ensure they meet quality standards and are free from bugs or issues that could impact customers.

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Application Deadline:  26 May 2024

Internship Start date:  2 June 2024

Duration: 4 months (renewable)