Technical Support Officer

A Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software and follow standard procedures to escalated unresolved issues to appropriate internal departments.

Requirements

• BS degree in Information Technology, Computer Science or equivalent
• Proven working experience in enterprise technical support, IT support or as a technical engineer
• In-depth knowledge in the product that the technician is supporting
• Strong problem-solving skills
• Excellent client-facing skills
• Excellent written and verbal communication skills
• Excellent English language (written / speaking)
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA for issues with respect to the severity

Benefits

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