We are looking for technically skilled candidates with excellent interpersonal skills for the technical support position. Technical Support Engineers troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new features and applications, among other duties. There will be a heavy focus on supporting our internal teams with new installation and deployment of new stores.
Moreover, Technical Support Engineers need to talk to customers and internal stakeholders directly, as well as create written documentation, requiring excellent written and verbal communication.
Responsibilities
Identifying hardware and software solutions.
Troubleshooting technical issues.
Diagnosing and repairing faults.
Resolving network issues.
Installing and configuring hardware and software.
Speaking to customers and internal stakeholders to quickly get to the root of their problem.
Providing timely and accurate customer feedback.
Talking customers through a series of actions to resolve a problem.
Following up with clients to ensure the problem is resolved.
Coordinating replacement or repair of the necessary parts.
Supporting the roll-out of new features and applications.
Providing support in the form of procedural documentation.
Managing multiple cases at one time.
Testing and evaluating new technologies.
Requirements
Degree in computer science or information technology.
Certification in Microsoft, Linux, or Cisco is advantageous.
Prior experience in tech support, desktop support, or a similar role.
Proficiency in Windows/Linux/Mac OS.
Experience with remote desktop applications and help desk software.
Attention to detail and good problem-solving skills.
Excellent interpersonal skills.
Good written and verbal communication.
Nice to Haves
Prior experience with field engineering and operations
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