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Technical Support Engineer
The Code Fusion team is looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. The ideal candidate should diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.
Key roles and 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.
- Talk to 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 (e.g. software engineers).
- Provide prompt and accurate feedback to customers.
- 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.
- Document technical knowledge in the form of notes and manuals.
- Maintain jovial relationships with clients.
- Prepare accurate and timely reports.
- Exhibit polite and professional communication via phone, e-mail, and mail.
- Handle sensitive information in a confidential manner.
Qualifications
- Bachelor’s Degree in Information Technology, Computer Science, or relevant field.
- Proven work experience of more than 1 year as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
- Excellent organizational and multitasking skills.
- Self-motivated to achieve targets and intensely goal-oriented.
- Outstanding communication, written, and interpersonal skills.
- Understanding of business practices and good knowledge of research techniques.
- Knowledge of common software including Microsoft Word, Excel, and Powerpoint.
- Has the ability to deal with a new environment in any circumstances.
Must-have skills
- Hands-on experience with Windows/Linux environments.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and troubleshoot basic technical issues.
- Familiarity with remote desktop applications and help desk software.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical solutions, both in written and verbal form.
- Knowledge about e-governance/ERP-related systems/products will be a plus.
- Additional certification in Microsoft, Linux, Cisco, or similar technologies will be a plus.
Notes for applicants
- Candidates willing to commit to longer-term employment with the organization will be preferred.