Technical Support Engineer

Job Description & Requirements

· Research and identify solutions to software issues

· Ask customers targeted questions to quickly understand the root of the problem

· 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 collect requirement and conduct demo

· Prepare accurate and timely reports

· Document technical knowledge in the form of notes and manuals

· Maintain jovial relationships with clients

Requirements

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

· 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

· Diploma in Information Technology, Computer Science or relevant field

· Working experience in Online Learning System is a plus