Technical Support Engineer 24J25

The role of a Technical Support Engineer 24J25 involves providing top-tier technical assistance to customers, ensuring that hardware and software systems are running optimally. This position requires a professional who possesses a strong understanding of information technology systems and a passion for troubleshooting and problem-solving. The candidate will be at the frontline, helping clients resolve technical issues remotely and on-site, while also educating them on how best to use their technology solutions. A successful candidate will possess excellent communication skills, patience, and a deep understanding of technology systems. They will work closely with other team members to provide comprehensive support that adheres to company standards and customer service excellence. Being proactive and detail-oriented is integral to maintaining high levels of customer satisfaction and enhancing the company's reputation for reliability and competent service delivery.

Responsibilities

• Provide on-site and remote technical support to customers for various systems.
• Diagnose software and hardware issues, ensuring swift problem resolution.
• Communicate clearly and effectively with clients to understand technical needs.
• Document and track technical issues and resolutions in a systematic manner.
• Collaborate with other engineering teams to enhance support solutions offered.
• Stay updated with the latest industry trends and technology advancements.
• Train and educate customers on the usage and maintenance of their systems.
• Analyze customer feedback to develop solutions that enhance customer satisfaction.
• Assist in the development of user manuals and technical documentation.
• Participate in on-call rotation to provide support during off-hours.
• Implement and maintain best practices for system management and optimization.
• Provide feedback to product development teams for future system upgrades.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Minimum of three years' experience in a technical support engineering role.
• Strong problem-solving skills with an analytical and detail-oriented approach.
• Excellent written and verbal communication skills for effective support delivery.
• Proficiency in supporting and troubleshooting both hardware and software systems.
• Ability to work independently and collaborate effectively within a team setting.
• Experience with ticketing systems and customer relationship management tools.