IT Support Engineer

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

• 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
  

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/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 
  




• 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