Technical Support Engineer

Description:

The Technical Support Engineer is responsible for providing technical assistance and support to clients and end users experiencing issues with their endpoint devices, including applications, software, connectivity, and hardware. This role requires a strong understanding of IT Service Management (ITSM) processes and excellent communication skills in English to effectively understand client issues and provide appropriate steps for issue resolution.

Key Responsibilities:

1. End User Support: Provide timely and effective technical support to end users experiencing issues with their endpoint devices, including troubleshooting software applications, connectivity problems, and hardware malfunctions.

2. Issue Identification and Resolution: Diagnose and identify technical issues reported by clients and end users, and implement appropriate solutions to resolve them. This may involve remote troubleshooting or on-site assistance.

3. ITSM Process Adherence: Adhere to IT Service Management (ITSM) processes and procedures to ensure efficient handling of support requests, including incident management, problem management, and change management.

4. Communication: Communicate effectively with clients and end users in English to understand the nature of the technical issue, gather relevant information, and provide clear and concise instructions for issue resolution.

5. Documentation: Maintain accurate and detailed records of support activities, including client interactions, troubleshooting steps, and resolutions, in accordance with established documentation standards.

6. Continuous Improvement: Continuously update technical knowledge and skills to stay abreast of emerging technologies and best practices in technical support, and contribute to process improvements within the support team.

7. Collaboration: Collaborate with other members of the technical support team, as well as other departments such as IT operations and development, to escalate and resolve complex issues in a timely manner.

Qualifications:

· Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

· Proven experience in technical support or a related field, with a strong understanding of endpoint devices, applications, software, connectivity, and hardware.

· Familiarity with IT Service Management (ITSM) processes, including incident management, problem management, and change management.

· Excellent communication skills in English, with the ability to effectively communicate technical concepts to non-technical clients and end users.

· Strong problem-solving and troubleshooting skills, with the ability to diagnose and resolve technical issues in a timely manner.

· Customer-focused attitude with a commitment to delivering high-quality support services.

· Ability to work independently and collaboratively in a fast-paced environment, with a strong sense of urgency and attention to detail.

Preferred Qualifications:

· Professional certifications such as CompTIA A+, CCNA, Microsoft or ITIL Foundation.

· Experience with remote support tools and ticketing systems.

· Basic Knowledge of scripting languages (e.g., PowerShell, bash) for automation tasks.

· Familiarity with cloud computing platforms and services (e.g., AWS, Azure).

· Previous experience in a client-facing role or working in a multicultural environment.