Technical Support Engineer

• ● 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
• ● Prepare accurate and timely reports
• ● Document technical knowledge in the form of notes and manuals
• ● Maintain jovial relationships wit