Job closed
Ref: SP969-10
Job description / Role
We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.
Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.
Duties:
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• 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
• 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
Requirements
Requirements:
• 1+ years IT experience with client, server, and network service delivery
• 2+ years or experience with networking concepts such as DNS, DHCP, SSL, OSI Model, and TCP/IP
• High School or equivalent diploma
• 2+ years of experience of troubleshooting in a multi-user high availability environment
• 2+ Years of experience in a professional environment
About the Company
A leading national company in providing consulting services specialized in digital transformation, smart cities, artificial intelligence and crowd management, to transform the technical visions of decision makers into a reality.