Roles & Responsibilities

• Taking ownership of customer 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
• Monitoring network engineering performance to ensure system availability and reliability
• Configuring and installing various network devices and services (e.g., routers, switches, firewalls, VPN, Cloud, Microsoft 365)
• Performing network maintenance and system upgrades including service packs, patches, hot fixes, and security configurations

Responsibilities

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track computer system issues through to resolution, within agreed time limits
• Discuss with 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 internal teams
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• 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 notes and manuals
• Maintain jovial relationships with clients.

Desired Candidate Profile

• Proven work experience as a Technical Support Engineer, Network Support Engineer, IT Help Desk Technician, or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of Server systems, Network devices and other tech products
• Ability to diagnose and troubleshoot technical issues.
• Familiarity with remote desktop applications and help desk software.
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science, or relevant field
• At last, one certification in Microsoft, Linux, Cisco, or similar technologies.