Technical Support Engineer (225-907)

The Technical Support Engineer is a pivotal role within our technology department, responsible for providing expert technical assistance and troubleshooting to ensure the smooth operation of our products and services. As a key interface between the customers and our engineering teams, the technical support engineer will address customer concerns, diagnose issues, and collaborate on solutions that overcome technical challenges. Equipped with strong analytical skills and exceptional communication abilities, the ideal candidate will facilitate a seamless experience for users while enhancing the efficiency of our technological offerings. This role demands a proactive individual ready to address real-time problems and innovate continuously to enhance service standards. Our environment is fast-paced, demanding a quick thinker who can adapt and resolve issues efficiently.

Responsibilities

• Provide high-level technical support and resolve complex customer issues promptly.
• Analyze, troubleshoot, and resolve technical problems involving hardware and software.
• Communicate with clients to determine specifics of their technical issues and concerns.
• Collaborate with development teams to improve product functionality and user experience.
• Document service processes and customer interactions comprehensively and accurately.
• Conduct training sessions and create technical documentation for user support purposes.
• Keep abreast of industry trends to provide up-to-date support and solutions.
• Perform remote troubleshooting using diagnostic techniques and solve client issues effectively.
• Assist customers during the installation and configuration of hardware and software products.
• Monitor recurring issues and work on long-term fixes to reduce support calls.
• Manage escalated and unresolved issues in a timely and professional manner.
• Develop and maintain knowledge bases and other technical support documentation.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven work experience as a Technical Support Engineer or similar position.
• In-depth knowledge of computer systems, networks, and diverse hardware/software.
• Excellent problem-solving skills with a customer-oriented approach.
• Strong communication skills to liaise effectively with team members and customers.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Certifications such as CompTIA A+, Network+, or relevant technical certifications preferred.