Technical Support Engineer

Technical Support Engineer Job Description Template

Our company is looking for a Technical Support Engineer to join our team.

Responsibilities:

• Maintain jovial relationships with clients;
• Research and identify solutions to software and hardware issues;
• Prioritize and manage several open issues at one time;
• Refer to internal database or external resources to provide accurate tech solutions;
• Following standard procedures for proper escalations of unresolved issues to the appropriate internal teams;
• Ask customers targeted questions to quickly understand the root of the problem;
• Provide prompt and accurate feedback to customers;
• Comply with the team’s strict protocols on call logging, call updating, and call resolution requirements;
• Communicate within the team regarding critical issues;
• Assist with the technical support and maintenance for all stores and regional offices within our vast group of companies;
• Track application system issues through to solution, within agreed time limits;
• Provide reactive and pro-active customer support to ensure the best quality of service;
• Complete technical integrations for customers and partners;
• Interact with our customers’ and partners’ developers and support teams to resolve service delivery problems;
• Develop innovative software designs and architectures.

Requirements:

• At least 4 years in relevant experience (after sales customer support);
• Must be able to work in a Team and share knowledge;
• Computer Skills: MS Office, advanced Excel skills; Good understanding of computer systems, mobile devices and;
• Bachelor’s degree in engineering from an accredited university;
• Ability to provide step-by-step technical help, both written and verbal;
• other tech products; Hands-on experience with Windows / Mac OS environment / MS; Azure/ Amazon AWS / Windows Server (contact number);
• Familiarity with the following tools: JIRA;
• Bachelor’s degree in CS and/or equivalent industry experience;
• Excellent judgment to prioritize customer issues based on their urgency and severity;
• Strong analytical, problem solving & multitasking skills;
• To inspect smartphones for deficiencies;
• Network Certification;
• The ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation;
• Familiar with troubleshooting and resolving QoS (Quality of Service) related issues;
• Fluency in other Asian languages (e.g. Bahasa Indonesia, Vietnamese, Chinese or Thai etc.) is advantageous.