We are looking for a technical support engineer who can provide enterprise-level support to customers. You should have the ability to research, diagnose, troubleshoot, and resolve the issues to the clients’ satisfaction.
Your responsibilities:
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Install, configure, monitor & maintain computer applications & networks
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Configure operating systems.
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Prioritize and manage the workflow along with resolving issues related to the network
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Diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion
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Design computer systems to meet requirements of the organization or clients.
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Possess the ability to learn and work on changing and emerging technologies.
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First point of contact for clients for issues concerning their computer systems and equipment.
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Keep track of user’s system issues until they are resolved by adhering to the agreed timelines.
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Resolve complex problems, interact with clients through phone, emails or chats and provide unambiguously written instructions or technical manuals.
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Follow standard procedures of their organizations to resolve issues by escalating them to the relevant internal departments.
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Provide accurate feedback to customers promptly.
Ensure proper logging of all issues.
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Follow up with clients to make sure their computer systems are functioning properly after troubleshooting.
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Document technical knowledge in the knowledge database.
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Train people on how to use different types of systems.
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Monitor daily performance of technical systems.
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Help organizations deploy new software or hardware systems.
Skill sets/Experience we require:
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Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
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Hands-on experience with Windows/Linux/Mac OS environments
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Good understanding of computer systems, mobile devices and other tech products
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Ability to diagnose and troubleshoot basic technical issues
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Familiarity with remote desktop applications and help desk software (eg. Zendesk)
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Excellent problem-solving and communication skills
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Ability to provide step-by-step technical help, both written and verbal
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BS degree in Information Technology, Computer Science or relevant field
Pedigree:
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Bachelors/Masters in Computer Science, Software Engineering, Information Technology or any other related discipline
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Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
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