Technical Support Engineer
•Taking ownership of customer issues reported and seeing problems through to resolution.
•Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
•Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Responsibilities
•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
•Discuss with 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
•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.
•Doent technical knowledge in the form of notes and manuals
•Maintain jovial relationships with clients.
Requirements and skills
•Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
•Hands-on experience with Windo 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.
•Excellent problem-solving and communication skills
•Ability to provide step-by-step technical help, both written and verbal
•Bachelor’s degree with IT Certificate / Diploma in IT
•Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus.
DISCLAIMER: Dear Candidate! You are fully responsible to deal with the employer on the hiring process. GulfJobs.com will not take any responsibility on your hiring process. Genuine employer does not ask money for hiring!