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Job Description
Technical Support Engineer
- Monitor and maintain computer systems and networks
- Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults
- Replace parts as required
- Follow diagrams and written instructions to repair a fault or set up a system
- Support the roll-out of new applications
- Set up new users' accounts and profiles and deal with password issues
- Respond within agreed time limits to call-outs
- Work continuously on a task until completion (or referral to third parties, if appropriate)
- Prioritise and manage many open cases at one time
- Rapidly establish a good working relationship with customers and other professionals, such as software developers
- Test and evaluate new technology
- Conduct electrical safety checks on computer equipment.
- Installation & configuration of a company’s computer hardware operating systems and applications.
- Maintenance and monitoring of computer networks and systems.
- Logging the queries of customers and employees.
- Analysis of call logs in order to discover any underlying issues or trends.
- Diagnosing and solving hardware or software faults.
- Testing and evaluating new technology.
- Performing electrical safety checks on the company’s computer equipment.
- Responding to call-outs in a timely fashion.
- Following instructions, either written or in diagram form, in order to set up a system or fix a fault.
- Complete detailed reports listing requests for technical assistance steps taken to resolve them, and the specific dates/individuals involved
- Act as the initial point of contact for all computer and system-related concerns from clients or other employees
- Assist management in creating training materials pertaining to computer troubleshooting and usage
- Organize and file documentation pertaining to warranties and instructional guides for computer hardware
- Maintain a working log detailing all required system updates, as well as the date of completion
- Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems
- Resolve technical issues related to network interruptions
- Actively update, maintain and monitor all aspects of computer networks
Job Requirements
- A bachelor's degree in computer science or related technical field is preferred
- 1-3 years minimum of relevant experience in a customer-focused position involving technical knowledge of a company products and services
- Professional written and interpersonal skills are essential when communicating with customers and clients
- Ability to prioritize and manage several milestones and projects efficiently
- Extensive experience working with different operating systems including Windows and Mac OS
- Accept constructive criticism and customer feedback regarding their experience with software or IT services
- Comfortable working in and assisting others through company help desk software, in addition to other remote access desktop programs
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
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