Technical Support Engineer

Responsibilities:

1. Research and identify solutions to software and hardware issues.

2. Diagnose and troubleshoot technical issues, including account setup and network configuration.

3. Coordinate with Service provider, internal teams to fix issues in a timely manner.

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. Prioritize and manage several open issues at one time.

8. Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

9. Document technical knowledge in the form of notes and manuals.

10. Maintain jovial relationships with clients.

Desired Profile:

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 and other tech products.

4. Ability to diagnose and troubleshoot basic technical issues.

5. Familiarity with remote desktop applications and CRM software.

6. Excellent problem-solving and communication skills.

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