Technical Support Engineer

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Full Time
EXPERIENCE : 0.0 - 0.0 Years CTC : 0 - 800000 P.A. Industries : N.A Company Size : N.A
Job Description

We are looking for an Technical Support Engineer to provide enterprise-level 3 assistance to our existing technical support team. You will diagnose and troubleshoot software and hardware problems in  a dynamic and fast moving environment.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting people.

Responsibilities

·         Research and identify solutions to software and hardware issues

·         Diagnose and troubleshoot technical issues.

·         Track system issues through to resolution, within agreed time limits

·          Supportin house technical staff through a series of actions, directly, via phone, email or chat, until they’ve solved a technical issue

·         Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) with detailed descriptions of actions already taken and effets noted.

·         Provide prompt and accurate feedback

·         Ensure all issues are properly logged

·         Prioritize and manage several open issues at one time

·         Follow up 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

·         Research escalated issues in a timely manner and follow up directly recommendations and action plans

 

·         Escalate cases to  L4 Technical Support Engineers and/or Escalation Managers when the problem is too complex or falls out of specific area of expertise. 

Requirements

·         Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

·         Hands-on experience with Windows/Linux 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 (eg. Zendesk, Jira, Service Now, Remedy)

·         Familiarity with monitoring systems, Nagios, Spiceworks etc.

·         Excellent problem-solving and communication skills

·         Ability to provide step-by-step technical help, both written and verbal

·         BS degree in Information Technology, Computer Science or relevant field

·         Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

·         Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to ICT issues. 

·         Create new knowledge base articles to share information for reuse throughout the Technical Support Center. 


Gain knowledge and expertise through hand-on experience, self-study, and through a variety of learning environments. 
Excellent written and verbal communication skills. 
Excellent interpersonal communication and customer service skills are needed in order to work successfully in high stress and/or ambiguous situations. 
Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment. 
Creative approach to problem solving. 
Prior experience in technical support or similar customer roles is required, with the following technical skills and knowledge preferred: 

Preferred Candidates will be experienced in some of the following categories: