Technical Support Engineer

Roles & 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 • Discuss with clients 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 • Provide prompt and accurate feedback to customers. • Refer to an internal database or external resources to provide accurate technical solutions. • Ensure all issues are properly logged. • Prioritize and manage several open issues at once. • 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. Desired Candidate Profile • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role • Hands-on experience with Windows, Linux, and Mac OS environments • Good understanding of computer systems, mobile devices, and other tech products • Ability to diagnose and troubleshoot basic technical issues • Familiarity with remote desktop applications and help desk software. • Excellent problem-solving and communication skills • Ability to provide step-by-step technical help, both written and verbal • Bachelor’s degree with IT Certificate or Diploma in IT • Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus. Employment Type Full Time

• Training Include • Bonus