Technical Support Engineer

• 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 understand the root of the problem quickly
  
• Track computer system issues through to resolution within agreed time limits
  
• Talk to clients through 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 (e.g. software developers)
  
• Provide prompt and accurate feedback to customers
  
• Refer to internal database or external resources to provide accurate tech solutions
  
• Ensure all issues are properly logged
  
• Prioritize and manage several open issues at one time
  
• 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
  

Requirements

• BS degree in Information Technology Computer Science or relevant field
  
• Additional certification in Microsoft Linux Cisco or similar technologies is a plus
  
• 34 years of experience as a Technical Support Engineer Desktop Support Engineer IT Help Desk Technician or similar role
  
• Handson experience with Windows/Linux/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 (eg. Zendesk)
  
• Excellent problemsolving and communication skills
  
• Ability to provide stepbystep technical help both written and verbal