Support Engineer Job

Key Responsibilities:

1. Taking ownership of customer issues reported and seeing problems through to resolution.
2. Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
3. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
4. Research and identify solutions to software and hardware issues.
5. Diagnose and troubleshoot technical issues, including account setup and network configuration.
6. Ask customers targeted questions to quickly understand the root of the problem.
7. Track computer system issues through to resolution, within agreed time limits.
8. Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue.
9. Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
10. Refer to the internal database or external resources to provide accurate tech solutions
11. Ensure all issues are properly logged.

Skills and Qualifications

1. Graduate in Software Engineering with relevant 1-3 years of experience.
2. Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
3. Hands-on experience with Windows/Linux/Mac OS environments.
4. Good understanding of computer systems, mobile devices and other tech products.
5. Ability to diagnose and troubleshoot basic technical issues.
6. Familiarity with remote desktop applications and help desk software (eg. Zendesk).
7. Excellent problem-solving and communication skills.
8. Ability to provide step-by-step technical help, both written and verbal.

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