Help Desk Engineer

About the Job

• Troubleshoot system and network problems, diagnosing and solving hardware or software faults and replace parts as required
• Provide support, including procedural documentation and relevant reports
• Support the roll-out of new applications or new versions of current applications
• Report any issues the clients face to development through the correct channels
• Send technical documentation to customers who have lost or misplaced theirs
• Prioritize and manage many open cases at one time
• Respond within agreed time limits to tickets
• Adhere to pre-acknowledged SLAs Customer Experience
• Set up new users; accounts and manage the admission of new clients
• Rapidly establish a good working relationship with customers and other professionals, such as software developers
• Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem
• Make recommendations to customers based on their needs Training & Hardware Installation
• Walk customers through the process of installing the software on their machines and starting up the program for the first time
• Assume remote control over customers’ computers when necessary to resolve problems
• Maximizes use of hardware and software by training users; interpreting instructions; answering questions.

Job Requirements

• MUST have a car
• Customer Service oriented (Customer Support Experience is Preferred)
• Very good English language (written & spoken).
• Technical knowledge and understanding of the latest updates in mobile and cloud technology
• Exceptional communication and interpersonal skills.
• Maximum age 30
• Males only.