Jr Technical Support Engineer
Jr Technical Support Engineer
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Job Description
Job brief
We are looking for a Technical Support Engineer to provide enterpriselevel assistance to our customers.
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.
To be qualified for this role you should hold a degree in a relevant field like Computer Science IT or Software Engineering. Microsoft Cisco Linux or similar certification is a plus.
Responsibilities
lResearch and identify solutions to software and hardware issues
lDiagnose and troubleshoot technical issues including account setup and network configuration
lAsk customers targeted questions to quickly understand the root of the problem
lTrack computer system issues through to resolution within agreed time limits
lTalk clients through a series of actions either via phone email or chat until theyve solved a technical issue
lProperly escalate unresolved issues to appropriate internal teams (e.g. software developers)
lProvide prompt and accurate feedback to customers
lRefer to internal database or external resources to provide accurate tech solutions
lEnsure all issues are properly logged
lPrioritize and manage several open issues at one time
lFollow up with clients to ensure their IT systems are fully functional after troubleshooting
lPrepare accurate and timely reports
lDocument technical knowledge in the form of notes and manuals
lMaintain jovial relationships with clients
Requirements and skills
l061 Year experience as a Technical Support Engineer Desktop Support Engineer IT Help Desk Technician or similar role
lHandson experience with Linux
lGood understanding of computer systems mobile devices and other tech products
lAbility to diagnose and troubleshoot basic technical issues
lFamiliarity with remote desktop applications and help desk software (eg. Zendesk)
lExcellent problemsolving and communication skills
lAbility to provide stepbystep technical help both written and verbal
lBS degree in Information Technology Computer Science or relevant field
lAdditional certification in Microsoft Linux Cisco or similar technologies is a plus
Experience ; 0.6 to 1 Year
Required Experience:
Junior IC
Employment Type
Full Time
