Technical Support Engineer
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.
- 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
- 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
A full-time position
Competitive salary package.
Work alongside & learn from best-in-class talent.
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