Technical Support Engineer

The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in a complex networking environment will also make you an ideal candidate.

Looking for immediate joiners only.

Responsibilities

• Excellent communication skills (International Voice process) is non-negotiable.
• Responsible for responding to customer requests, including but not limited to, answering calls via a phone queue, customer emails, chat support requests and providing after hours on call support for troubleshooting technical issues.
• Support end-user devices/peripherals, including but not limited to computer hardware, operating systems, communications, software applications, data processing and security.
• Support activities include accepting IT break-fix requests from customers across multiple entry points, providing IT break/fix issue resolution or escalation of the issue to the appropriate team.
• First line help desk; resolve basic level 1 and some level 2 issues including remotely troubleshooting issues relating to hardware and software (typically Windows, Mac OS, Apple, Google for Work, Android Phone Support, MDM, AirWatch etc.).
• Exposure to retail industry devices such as Point-of-Sale devices, Zebra devices, switches, routers, printers, and other store equipment devices is preferred.
• Perform post-resolution follow-ups to help requests or incidents.
• Research issues and resolve technical problems.
• Create/update knowledge articles and support process functions.

Qualifications

• Experience – Min. 6 Months to 1 Year (Mandatory) and 2+ Years (Preferred).
• Written and verbal communication skills.
• Exceptional ability to multitask.
• Exceptional ability to adapt and learn new platforms and skills on the fly.
• Exceptional sense of urgency.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Ability to work under pressure while dealing with constraints which are often outside of your control.
• Good to have - Experience using and proficient in Apple hardware, Mac OS, Google (G-Suite), Windows, and Office365.
• Good to have – ITIL Knowledge.
• Graduate from an accredited institution or Under-graduate with relevant technical experience.
• Previous customer/technical support or technology experience.