Technical Support Engineer

Responsibilities

• 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 the 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

Requirements

• Active Directory/User management/ Troubleshooting
• Office 365-Outlook Troubleshooting
• Windows and system application Troubleshooting
• Knowledge of Technical Terms DNS/DHCP/VPN/Network etc.
• Knowledge/Experience of Backup tools
• Knowledge of Ticketing tools and SLA.
• Knowledge of Server/Network Monitoring Tools
• Excellent analytical skills, written and verbal communication.
• Experience as a technical specialist in customer-facing roles
• Strong task management skills
• Customer focused with a passion for resolving unique problems
• Must have on-call support experience
• International client support experience (Preferred)
• Basic knowledge of AWS and Linux (Advantage)