Technical Support Engineer

Job Responsibilities:

• 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 quickly understand the root of the problem


• Track computer system issues through to resolution, within agreed time limits


• Talk 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

Job Skills:

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


• Hands-on 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 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


• CISM Certification Is Mandatory


• DISA Certification Is Mandatory