Technical Support Engineer

Job Description

  Identifies, investigates and resolves users' problems with computer software and hardware.

  Deliver service and support to end-users using and operating automated call distribution phone software and emails and troubleshoot issues.

  Proactively monitor and respond to events, error conditions and threshold events in network monitoring system and troubleshoot events.

  Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services

  Follow standard processes and procedures

  Redirect problems to appropriate resource

  Accurately process and record call transactions using a computer and designated tracking software

  Configuration, installation, maintenance and lifecycles planning of various network devices and services (routers, switches, firewalls, load balancers, VPN etc.
Customer Relationship
Personal Evolution
Autonomy
Administrative Work
Technical Expertise

Must Have

  • Excellent written and oral English skills
  • Excellent technical, diagnostic, and troubleshooting skills
  • Expertise in Cloud Computing, Firewalls, LAN, Network & Security Assessment, Routing & Switching, VOIP, VPN, WAN, Wireless APS, Mesh, Controllers, Web Technologies and Internet Protocols
  • Working knowledge of IT system fundamentals and system management tasks
  • Working knowledge of Microsoft Office (MS Work, Excel etc), Adobe PDF and other basic business productivity software
  • Must be reliable and dependable, self-motivated and demonstrate a willingness to learn.

Candidate's Profile

  • Great organizational and interpersonal skills
  • Flexible and proactive 
  • Creative mindset, problem solver, service oriented and self-learning skills
  • Innovative attitude, stress resistant, team player
  • Previous industry experience in 24 x 7 Network Operation Center or call Center
  • Strong analytical and problem-solving skills

Responsibilities

  • Being capable to manage between 20-30 inbound calls per shift and troubleshoot technical issues
  • Clearly document and articulate technical issues in English
  • Work closely with peers and other teams
  • Ensure documentation is kept up to date to support both customers and team members.

What's great in the job?


  • One of the most satisfying aspects of this role is the opportunity to solve complex technical issues. You get to use your problem-solving skills to diagnose and resolve customer problems, which can be intellectually stimulating and gratifying. 
  • The tech industry is constantly evolving, and as a Technical Support Engineer, you are encouraged to stay updated with the latest technologies and industry trends. This provides ongoing opportunities for learning and personal development.
  • No two days are the same in technical support. You encounter a wide range of technical issues and diverse customers, making the job dynamic and interesting.
  • Technical Support Engineers develop excellent communication skills, both written and verbal. You learn to convey complex technical concepts in a way that anyone can understand, which is a valuable skill in any career.
     

What We Offer

Competitive Salary Package

Salary range between $1300-$1500

Career Advancement

Work alongside & learn from best-in-class talent.

Contract 

Permanent Contract.