IT Support Engineer

Description :

Responsibilities :

- Research and identify solutions to software and hardware issues

- Diagnose and troubleshoot technical issues, including account setup and network configuration

- Ask customers targeted questions to quickly understand the root of the problem

- Track computer system issues through to resolution, within agreed time limits

- Talk clients through a series of actions, either via phone, email or chat, until theyve solved a technical issue

- Properly escalate unresolved issues to appropriate internal teams

- Provide prompt and accurate feedback to customers

- Refer to internal database or external resources to provide accurate tech solutions

- Ensure all issues are properly logged

- Prioritize and manage several open issues at one time

- Follow up with clients to ensure their IT systems are fully functional after troubleshooting

- Prepare accurate and timely reports

- Document technical knowledge in the form of notes and manuals

- Maintain jovial relationships with clients

Requirements and skills :

- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, 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 tech products

- Ability to diagnose and troubleshoot basic technical issues

- Familiarity with remote desktop applications and help desk software

- Excellent problem-solving and communication skills

- Ability to provide step-by-step technical help, both written and verbal