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Job Description
Job brief
- We are looking for a competent Service desk Engineer to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
- An excellent Service desk Engineer must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
- The goal is to create value for clients that will help preserve the company’s reputation and business.
Responsibilities intro
- Serving as the first point of contact for customers seeking technical assistance over the phone or email
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by customers
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Install, configure, and upgrade PC operating systems and software.
- Install and maintain related equipment (Printers, scanners, etc.)
- Troubleshoot, diagnose, and resolve incoming requests relate to IT issues.
- Install antivirus and anti-malware
- Maintain technical documentation for hardware and software used by users.
- Support users who need technical assistance via phone, remotely or site visit.
Job Requirements
- Proven experience as a Service desk Engineer or other customer support role
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English will be an asset.
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science or relevant fie
- CompTIA, Security+, MCSA, CCNA is a plus
