Technical Support Engineer

We are looking for a skilled and customer-focused Technical Support Specialist to provide assistance and troubleshooting for our software, hardware, and network systems. The ideal candidate will have strong problem-solving skills, technical expertise, and excellent communication abilities to ensure client satisfaction and efficient resolution of technical issues.

Key Responsibilities

Issue Resolution:

Respond to customer inquiries and technical issues via phone, email, or chat in a timely manner.

Diagnose and troubleshoot hardware, software, and network-related problems.

Provide step-by-step guidance to clients to resolve issues.

Documentation:

Maintain accurate records of customer interactions and technical issues in the ticketing system.

Document frequently asked questions (FAQs) and create knowledge base articles for future reference.

Escalation Management:

Identify critical issues and escalate unresolved problems to higher-level support teams or engineers.

Follow up to ensure timely resolution of escalated cases.

Customer Interaction:

Ensure a high level of customer satisfaction by maintaining a professional and empathetic approach.

Provide updates to clients on the status of their issues and expected resolution timelines.

System Monitoring:

Monitor systems, networks, or applications for performance and operational issues.

Address system alerts and errors promptly.

Training and Support:

Assist customers in understanding product features an best practices.

Provide training or walkthroughs as needed to enhance user experience.

Product Feedback:

Collect feedback from customers regarding product performance and usability.

Collaborate with development or engineering teams to suggest improvements based on customer input.

Technical Skills:

Proficiency in operating systems (Windows)

IIS

Knowledge of networking protocols, hardware troubleshooting, and software applications.

Soft Skills:

Strong verbal and written communication skills.

• Exceptional problem-solving and analytical abilities.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Certifications (Optional): CCNA, Networking

Key Competencies

• Customer-centric mindset.
• Team collaboration.
• Technical adaptability and eagerness to learn.
• Proactive approach to issue resolution.