Roles & Responsibilities
Responsibilities
· Research and identify solutions to software and hardware issues
· Diagnose and troubleshoot technical issues
· Ask customers targeted questions to quickly understand the root of the problem
· Track computer system issues through to resolution, within agreed time limits
· Talk 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
· 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
· Maintain jovial relationships with clients
· Provide support on ad hoc basis depending on situation (including weekends)
Requirements
· Proven work experience as a Technical Support Engineer or similar role
· Ability to diagnose, troubleshoot basic technical issues and provide root cause analysis
· Experience with Windows Server, particularity Windows Scheduler
· Familiarity with Oracle Database, JAVA, WebSphere, JIRA and SFTP products
· Able to provide basic networking troubleshooting skills
· Ability to provide step-by-step technical help, both written and verbal
