Technical Support Engineer

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you're naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we'd like to meet you.

Ultimately, you will be a person that our customer's trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

• Excellent communication skills and ability to discuss and troubleshoot issues with Native English Speakers
• Efficiently handling incoming voice calls and acting as the first point of contact for service request calls & requisitions through voice support.
• Telephonic support to End Users and coordination with Vendors, Client Problem Management team, and other Support teams.
• Provide phone and help desk support for local and off-site users.
• Provide network troubleshooting and support, as well as end-user software and hardware troubleshooting.
• Record detailed incident descriptions in the call tracking system and follow up to resolve issues, ensuring customer satisfaction.
• Answer and manage incoming calls, emails, chats, and/or interactive voice response systems
• Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Talk 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 developers)
• Provide prompt and accurate feedback to customers.
• Refer to the internal database or external resources to provide accurate tech solutions
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Document technical knowledge in the form of notes and manuals

Requirements

• Active Directory/User management/ Troubleshooting
• Office 365-Outlook Troubleshooting
• Windows and system application Troubleshooting
• Knowledge of Technical Terms DNS/DHCP/VPN/Network etc.
• Knowledge/Experience of Backup tools
• Knowledge of Ticketing tools and SLA.
• Knowledge of Server/Network Monitoring Tools
• Excellent analytical skills, written and verbal communication.
• Experience as a technical specialist in customer-facing roles
• Strong task management skills
• Customer focused with a passion for resolving unique problems
• Must have on-call support experience
• International client support experience (Preferred)
• Basic knowledge of AWS and Linux (Advantage)
• 24*7 Support (Rotational Night Shift)
• 5 days working.
• Voice Support.

Perks working at Tech Holding:

• Learning & Development Opportunities
• 2 Rotational Week-Off
• Employee - Family Insurance
• Various type of Leaves
  (Apart from Casual and Sick Leaves, New Parent Leaves, Marriage Leaves.)