AddressJob Description – Technical Support Engineer
Who we are?
MarketOne International is a global provider of marketing services helping companies identify new prospects, develop sales lead programs and convert new business. Our wide array of services includes contact database development, event recruitment, automated marketing, sales lead development, primary market research and Lead Lifecycle Management. MarketOne serves leading technology companies around the globe, including 8 of the 10 largest tech companies in the world.
With delivery capability across Europe, Asia Pacific, and the Americas, MarketOne has fast become the go-to partner for large-scale, global marketing initiatives that rely on sophisticated demand generation programs. Our corporate track record features fifteen consecutive years of growth and profitability.
As a Technical Support Engineer, you’ll have a crucial role in helping our internal and external customers achieve success by managing relationships and responding to their questions and service requests. You aren’t afraid to get your hands dirty to tackle any issues, and you’ll work very closely with the global support team to prioritize and resolve issues. You’ll also interact with the infrastructure engineering team to build a solid ongoing understanding of our systems.
Must Have: -
- A passion for helping people succeed with technology.
- Excellent verbal / written communication as well as organizational skills.
- Outstanding problem solving/troubleshooting skills.
- Ability and desire to create and manage knowledge base articles, Documentation.
- An intense curiosity about how systems work.
- A "can do" attitude.
- Relevant IT certifications (MCDST, MCSA, MCITP, A+, N+ etc.…)
- Hands on experience of Microsoft Windows 10, Office 365, client support.
- Knowledge of cloud-based applications.
- Flexibility to work extended hours with minimal notice for the CIT projects.
- Bachelor's degree and 2-5 years’ experience as a Customer support, Technical Support, IT support Engineer.
Roles and Responsibilities
- Take ownership of customer issues reported in JIRA IT Ticketing tool 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 professional, prompt, timely and accurate feedback to customers.
- 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.
- Maintaining Global Asset Inventory.
- Performing System Installations, maintenance, and periodical updates on all endpoint for windows and Antivirus.
- Participating in CIT global projects and tasks.
- Ensures compliance with all company and departmental policies, procedures, and Guidelines.
- May be required to perform other tasks as requested, assigned, or directed.
- Working with Engg team and update them if any irregularities observed in the network.
- Reporting any issues related to our ISO program found to the ISO Incident Manager/Officer.
- Monitoring and reporting any irregularities noticed in PRTG, Site 24/7. Sophos etc.
- Supporting and maintaining cordial relation with customers and teammates with good attitude.
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