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Job Description
- We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers.
- You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.
- Research and identify solutions to software and hardware issues.
- Diagnose and troubleshoot technical issues.
- Ask customers targeted questions to quickly understand the root of the problem.
- Track systems issues through to resolution, within agreed time limits.
- Support clients through a series of actions, either via phone, email or On-site, until they’ve solved a technical issue.
- Properly escalate unresolved issues to the Technical Support Manager.
- Provide prompt and accurate feedback to customers.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Prepare accurate and timely reports.
- Document technical knowledge in the form of notes and manuals.
- Implement applications and programs either remotely or on-site as needed.
- Maintain jovial relationships with clients.
Job Requirements
- To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Familiar with Microsoft, VMware, Backup Systems, End Point Security, Firewall.
- Web-Sites Security and Linux OS is a plus.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
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