It Support Engineer

IT SUPPORT ENGINEER

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

Requirements and 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.JIRA, 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
• Providing customers with IT support via desktop solutions, chat functions, emails, and calls.
• Assisting customers with account setup and application installations.
• Ensuring optimal application functionality by configuring networks.
• Troubleshooting IT issues by asking customers targeted questions.
• Providing customers with step-by-step guidance to resolve technical problems.
• Following up on technical queries and providing prompt feedback.
• Prioritizing customer queries and escalating serious technical issues to IT developers.
• Documenting error reports and monitoring performance metrics.
• Relaying application functionality feedback from customers to IT developers.
• Compiling IT instruction manuals and useful IT support resources.