Job description

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.

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.

Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

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 Responsibilities :
• Installing new software.
• Installing new hardware (servers, printers, computer workstations, etc.).
• Setting up user accounts, permissions and passwords.
• Overseeing security of all systems, especially the internet, and installing antivirus protection.
• Fixing network faults.
• Network maintenance.
• Technical support for people using the network.
• Network maintenance.
• Day to day admin and monitoring of network use.
• Planning future improvements, suggesting IT solutions to business problems.
• Making sure all IT meets industry standards.
• Supervising helpdesk staff.

Desired Candidate Profile :
• Good at problem solving.
• Good at organising and multitasking.
• Able to explain technical problems in a simple terms.
• Work well with people.
• A dedication to continually update knowledge.
• A clear understanding of the employer's particular systems.
• In depth knowledge of the four network types (LAN, WAN, MAN and GAN)