Technical Support Engineer

Job Description: Technical Support Engineer

Skills

• Basic Scripting and Programming Experience
• PC
• Mac
• Familiarity with Support Ticket
• Knowledge-based Systems
• Java and JavaScript
• Linux/Unix
• Maintain Data Reports
• Microsoft SQL server
• Operating Systems
• Basic Coding
• Project Management
• Read and Analyze Application Logs
• Server
• NoSQL

Key duties and responsibility

• 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 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 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

• 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 (eg. Zendesk)
• 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

Job benefits and compensation

• WebShar offers a very competitive salary depending on experience
• 24 days paid vacation each year (CL, PL, SL), earned at a rate of 2 days per month.
• MacBook Pro
• Flexible time / and availability to work from home from time to time
• Medical insurance
• Team outing and lunches,
• Reimbursement as per HR policies
• Internet reimbursement upto 1500
• Commutation reimbursement upto 4500
• ISD reimbursement