IT Tech Support engineer

Job Description

We are looking for talented and efficient customer Technical Support Engineers who will provide assistance, diagnose and troubleshoot software and hardware problems to provide assistance to our customers. They should possess a BS degree in Information Technology, Computer Science or equivalent. People who can take ownership of problems and research, diagnose, troubleshoot and identify solutions to resolve customer issues. They should be able to follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. They should provide prompt and accurate feedback to customers and ensure proper recording and closure of all issues. Preparing accurate and timely reports and documenting knowledge in the form of knowledge base tech notes and articles is also a prerequisite

Preferred Requirements:

BS degree in Information Technology, Computer Science or equivalent

Take ownership of customer issues reported and see problems through to resolution

Research, diagnose, troubleshoot and identify solutions to resolve customer issues

Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Provide prompt and accurate feedback to customers

Ensure proper recording and closure of all issues

Prepare accurate and timely reports

Document knowledge in the form of knowledge base tech notes and articles

Follow the Service Level Agreement for issues with respect to the severity.

Skills & Experience

Proven working experience in enterprise technical support, IT support or as a technical engineer

In-depth knowledge in the product that the technician is supporting.

Strong problem-solving skills

Excellent client-facing skills

Excellent written and verbal communication skills

Strong critical thinking skills