Technical Support Engineer
Technical Support Engineers will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include key management systems and access control systems, but are not limited to, verifying proper hardware and software set up, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.
JOB RESPONSIBILITIES:
- Deliver service and technical support to end-users via phone, remote connection and/or over the Internet
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Gather customer’s information and determine the issue by evaluating and analysing the symptoms
- Perform testing and commissioning as well as preventive maintenance work on key management systems at customers’ sites
- Trouble-shooting of key management systems at customers’ sites if issues cannot be resolved remotely
- Assist with training and enrolment for new customers
- Follow standard processes and procedures
- Offer alternative solutions where appropriate with the objective of retaining clients’ business
- Follow up and make scheduled call backs to customers where necessary
- System testing and drafting operational procedure with system information, changes and updates
JOB REQUIREMENTS:
- Diploma or Higher NITEC in Electronic / Computer Engineering / Computer Science / Electrical & Electronic with 2 years working experience or equivalent
- Proven working experience in enterprise technical support
- Basic knowledge of Linux systems, utilities and scripting
- Strong problem-solving skills
- Strong and effective team player
- Good written and verbal communication skills
