Technical Support Engineer
Andpercent , Pakistan
Job Description
We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot application-level problems and provide solutions to the customers.
Technical Support Engineer responsibilities include understanding domain knowledge, study the system vitals and study the logs in order to provide immediate support to the clients. You will use email and chat applications to give clients quick answers to the issues.
To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering 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 our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
Job Specification
Responsibilities
Research and identify solutions to application level issues
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 the issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Prepare accurate and timely reports
Requirements
Proven work experience as a Technical Support Engineer or similar role
Hands-on experience with Windows/Linux OS environments
Good understanding of computer systems, mobile applications.
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
BS degree in Information Technology, Computer Science or relevant field
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
Know ledge of operating systems, web services, and API.