Technical Support Engineer

Job brief

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers and clients. You will diagnose and troubleshoot software (mobile as well) and hardware problems (mostly POS) and help our customers/clients.

Technical Support Engineer responsibilities include resolving customer issues, mobile smartphone both android/ios issues + troubleshooting, network issues and provide immediate support. You will use email, Glip (chat tool) and ticketing applications to give clients quick answers to IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone/email and provide clear, written instructions and technical manuals.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with IT issues and are able to explain technical details simply, we’d like to meet you.

Ultimately, you will be a person our customers and clients trust. They will rely on you to provide timely and accurate solutions to their technical problems.
 

Responsibilities

• Research and identify solutions to software and hardware issues

• Diagnose and troubleshoot technical issues, including account setup,mobile payments, POS and backend 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/Mobile developers or Project Managers)

• 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 systems and other tech products

• Ability to diagnose and troubleshoot basic technical issues

• Familiarity with remote desktop applications and help desk software (eg. Freshdesk)

• 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

Skills

You will need to show evidence of the following:

• the ability to think logically;

• a good memory of how software and operating systems work;

• excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution;

• the ability to work well in a team;

• problem solving skills;

• a strong customer focus;

• the ability to prioritise your workload;

• attention to detail.

Working hours

Due to the nature of the work, you may be expected to work shifts or be on call. It may be necessary to work extra hours to finish a job.

Opportunities for part-time work are not common, given the working hours in many large organisations, but it may be possible in some smaller establishments

What to expect

• Competitive salary

• Dynamic Environment

• Startup environment