Technical Support Engineer

Job Brief

The Technical Support Engineer provides technical support to clients remotely and in-person. This assistance is about solving the client’s problems, from the moment they call customer service to the point that the issue is resolved.

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

Job Requirements

• ● Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• ● 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 plus