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Technical Support Engineer

DUTIES: Research deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet; Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services; Gather customer’s information and determine the issue by evaluating and analyzing the symptoms; Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more; Research required information using available resources; Follow standard processes and procedures; Identify and escalate priority issues per Client specifications; Redirect problems to the appropriate people; REQUIREMENTS: Excellent knowledge of hardware and software Excellent communication ethics. Proven minimum experience of 3-5 years as a Technical Support Agent Desktop Support, IT Help Desk Technician or similar role Hands-on experience with Windows/Linux/Mac OS environments Good understanding of computer systems, mobile devices, and other technical products Ability to diagnose and troubleshoot basic technical issues. Familiarity with remote desktop applications and help desk software such as Zendesk Excellent problem-solving and communication skills Ability to work shifts and standby. Ability to provide step-by-step technical help, both written and verbal.

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