Technical Support Engineer

 Technical support engineer responsibilities include:

Take responsibility for problems reported by customers and monitor them until they are resolved

Investigate, diagnose, solve system problems and determine solutions to solve them

Follow standard procedures for proper referral of unresolved issues to appropriate internal teams

Brief job description

We are looking for a Technical Support Engineer to provide enterprise level assistance to our customers. You will diagnose and solve software and hardware problems and help our customers install applications and programs.

Technical support engineer responsibilities include troubleshooting network problems, configuring operating systems, and using remote desktop connections to provide immediate assistance. You will use email and chat applications to offer customers quick answers to computer problems. For more complex problems that require nuanced instructions, you will contact customers by phone or provide clear, written instructions and technical manuals. To apply for this position, you must have a degree in a related field, such as Computer Science, Information Technology, or Software Engineering. Having a certificate in Microsoft, Cisco, Linux or similar will be valued. If you have a helpful character, enjoy helping people with computer problems and are able to explain technical details in a simple way, we would like to meet you.

Ultimately, you will be a person our clients trust. They will trust you to provide timely and accurate solutions to their technical problems.

Responsibilities

Investigate and determine solutions for software and hardware problems

Diagnose and resolve technical issues, including account setup and network setup

Ask customers questions to quickly understand the cause of the problem

Direct the problems of the computer system to the solution, within the agreed time frames

Tell customers a series of actions, by phone, email or chat, until they solve a technical problem

Timely refer unresolved issues to appropriate internal teams (e.g., software developers)

Provide immediate and accurate responses and feedback to customers

Consult the internal database or external resources to provide precise technical solutions

Make sure all problems are properly recorded

Prioritize and manage multiple open issues at once

Follow up with customers to ensure their IT systems are fully operational after problem resolution

Produce accurate and timely reports network support engineers

Document technical knowledge in the form of notes and manuals

Maintain jovial relationships with clients

Requirements

Demonstrable work experience as a technical support engineer, maintenance engineer, IT support technician, or similar position

Hands-on experience with Windows / Linux / Mac OS environments

Good knowledge of computer systems, mobile devices and other technical products

Ability to diagnose and solve basic technical problems

Familiarity with remote desktop applications and support software (eg, Zendesk)

Excellent communication and problem-solving skills

Ability to offer step-by-step technical help, both written and