BDM

We are looking for a technical support engineer who can provide enterprise-level support to customers. You should have the ability to research, diagnose, troubleshoot, and resolve the issues to the clients’ satisfaction.

• Configure operating systems.
  
• Prioritize and manage the workflow along with resolving issues related to the network
  
• Diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion
  
• Design computer systems to meet requirements of the organization or clients.
  
• Possess the ability to learn and work on changing and emerging technologies.
  
• First point of contact for clients for issues concerning their computer systems and equipment.
  
• Keep track of user’s system issues until they are resolved by adhering to the agreed timelines.
  
• Resolve complex problems, interact with clients through phone, emails or chats and provide unambiguously written instructions or technical manuals.
  
• Follow standard procedures of their organizations to resolve issues by escalating them to the relevant internal departments.
  
• Provide accurate feedback to customers promptly.
  

Ensure proper logging of all issues.

• Follow up with clients to make sure their computer systems are functioning properly after troubleshooting.
  
• Document technical knowledge in the knowledge database.
  
• Train people on how to use different types of systems.
  
• Monitor daily performance of technical systems.
  
• Help organizations deploy new software or hardware systems.
  

• 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
  

• Bachelors/Masters in Computer Science, Software Engineering, Information Technology or any other related discipline
  
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus