Technical Support Engineer

Job Responsibilities:

1. Research and identify solutions to software and hardware issues
2. Diagnose and troubleshoot technical issues, including account setup and network configuration
3. Ask customers targeted questions to quickly understand the root of the problem
4. Track computer system issues through to resolution, within agreed time limits
5. Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
6. Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
7. Provide prompt and accurate feedback to customers
8. Refer to internal database or external resources to provide accurate tech solutions
9. Ensure all issues are properly logged
10. Prioritize and manage several open issues at one time
11. Follow up with clients to ensure their IT systems are fully functional after troubleshooting
12. Prepare accurate and timely reports
13. Document technical knowledge in the form of notes and manuals
14. Maintain jovial relationships with clients

Job Skills:

1. Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
2. Hands-on experience with Windows/Linux/Mac OS environments
3. Good understanding of computer systems, mobile devices and other tech products
4. Ability to diagnose and troubleshoot basic technical issues
5. Familiarity with remote desktop applications and help desk software (e.g. Zendesk)
6. Excellent problem-solving and communication skills
7. Ability to provide step-by-step technical help, both written and verbal
8. BS degree in Information Technology, Computer Science or relevant field
9. Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
10. CISM Certification Is Mandatory
11. DISA Certification Is Mandatory