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Job Description
- Responsible for implementation of the SW Architect.
- Responsible for the software installation process for clients as per GET standards.
- Conduct training sessions for clients on newly installed Software products.
- Provide technical client support and issue resolution remotely (via email, phone and other electronic medium) or onsite.
- Conduct live demos to introduce Software products to clients.
- Provide guidance to team members on customer problems.
- Solve complex maintenance problems using software diagnostic.
- Diagnose, Research, troubleshoot and identify solutions to software issues
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk to clients through a series of actions, either via phone or email until they’ve solved a technical issue
- Properly escalate unresolved issues to software developers
- Provide prompt and accurate feedback to clients
- Follow up with clients to ensure their systems are fully functional after troubleshooting
- Have the Ability to supervise another technical Support engineer.
- Other duties as assigned by direct supervisor.
Job Requirements
- Fluent in English, spoken and written.
- Customer support experience.
- Very Good communications skills
- Good Technical Research Skills
- Very Good Problems solving Skills and troubleshooting skills.
- Very Good experience in SQL schema design & Database Knowledge.
- IIS knowledge and other containers.
- Understanding of Active Directory, Windows GPO, WINS, DNS, DHCP, and TCP/IP and commands.
- Excellent Training Skills
- Strong troubleshooting and multi-tasking skills.