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