Senior Technical Support Engineer / Technical Support Director

Job Description:

• • We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customer support technicians and engineers to install applications and programs so that they can help to our customers and employees.

  • Technical Support Engineer responsibilities include guiding to team for resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You should be able to guide your team to use email and chat applications to give clients quick answers to simple IT issues. For more complex problems or unsolved problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. If necessary, connect with expert technical team of product or service vendor or suppliers. 

  • To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting your team with computer, hardware and various technology product issues and are able to explain technical details simply, we’d like to meet you.

  • Ultimately, you will be a person our customers and employees trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Technical Support Engineer responsibilities include:

• Taking ownership of team's issues as well as customer unsolved issues reported and seeing problems through to resolution

• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues

• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams and vendor or supplier team.

Responsibilities:

• Research and identify solutions to software and hardware issues

• Diagnose and troubleshoot technical unsolved issues. 

• Prepare your team for Ask customers targeted questions to quickly understand the root of the problem

• Track computer system issues through to resolution, within agreed time limits

• Talk employees or 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 product or service vendors or suppliers technical team

• Provide prompt and accurate feedback to your team or customers or suppliers technical team. 

• Refer to internal database or external resources to provide accurate tech solutions

• Ensure all issues are properly logged

• Guide to 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 FAQs, notes and manuals

• Maintain jovial relationships with team, clients and suppliers technical team. 

Requirements:

• 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. Odoo)

• Excellent problem-solving and communication skills

• Ability to provide step-by-step technical help, both written and verbal

• Bachelor degree in Information Technology, Computer Science or relevant field

• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus