Support Engineer

About the role

Requirements

• - Degree in Computer Science, Engineering, or a related field.
• - A minimum of 2 years of experience in technical support or help desk roles.
• - Proficiency in troubleshooting Windows, Linux, and Mac OS systems.
• - Familiarity with networking concepts and technologies (TCP/IP, DNS, DHCP).
• - Strong communication skills with the ability to convey technical information to non-technical users.
• - Experience with ticketing systems and customer relationship management software.
• - Excellent problem-solving skills and a proactive approach to challenges.
• - Customer-oriented mindset, with a focus on delivering high-quality support.
• - Ability to work collaboratively in a fast-paced environment.
• - General knowledge of cloud services and virtualization is a plus.

Responsibilities

• - Deliver exceptional technical support to our clients by resolving hardware and software issues.
• - Analyze and troubleshoot technical problems, documenting solutions for future reference.
• - Provide guidance on system configurations, software installations, and updates.
• - Maintain and update support documentation to ensure accuracy and ease of use.
• - Collaborate with product teams to relay customer feedback and suggest enhancements.
• - Participate in team meetings and contribute to continuous improvement initiatives.
• - Train customers on using our products effectively and address any concerns promptly.

Skills

• Windows
• Linux
• Mac OS
• Networking (TCP/IP, DNS, DHCP)
• Ticketing systems
• CRM software
• Technical support
• Hardware troubleshooting
• Software installations
• Documentation
• Customer training
• Problem-solving
• Cloud services
• Virtualization