Offer summary

Qualifications:

Bachelor's degree in Information Technology, Computer Science, or equivalent., Proven experience in enterprise technical support or IT support., Strong problem-solving and critical thinking skills., Excellent communication skills, both written and verbal..

Key responsibilities:

Diagnose and troubleshoot software and hardware issues for customers.

Follow standard procedures for escalating unresolved issues to internal teams.

Provide prompt and accurate feedback to customers and document interactions.

Prepare reports and knowledge base articles to document solutions.

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

Required profile