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Summary Of Position
Technical Support Engineer provides enterprise-level assistance to our customers. They are responsible for diagnosing and troubleshooting software and hardware problems and help our customers install applications and programs...
Duties & Responsibilities
Using email and chat applications, provide answers to simple IT issues. For more complex problems that require nuanced instruction, direct contact with clients via phone and/or written instructions and technical manuals.
Own reported customer issues ensuring problems are resolved through to resolution
Research, diagnose, troubleshoot and identifying solutions to resolve system issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
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 (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 collegial relationships with clients
Live by the standards set by the Verisma Core Values and ensure that business is transacted accurately and with the highest ethical standards.
Minimum Qualifications
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
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
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
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