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Job Description
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- 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
- Install operating system (Windows, hardware troubleshooting, and maintenance.
- Install and configure new computers, software and applications, projectors, printers, and other equipment as needed.
- Ensure that desktop and laptop security and upgrades are applied and kept up to date.
- Follow up with clients to ensure all issues are resolved.
- Handle all customer correspondence and all escalated calls or customer issues.
- Achieve key performance indicator targets to meet business goals and objectives.
Job Requirements
- Proven work experience as a Technical Support Engineer for at least 3 years.
- Hands-on experience with Windows/Linux/Mac OS environments
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software (eg. Zendesk)
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- BS degree in Information Technology, Computer Science or relevant field
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a p
