• 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
• 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
• 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 (e.g. software developers)
• 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
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients
Requirement
• Proven work experience as a Technical Support Engineer, maintenance and troubleshooting to end users on their VOIP server, software application package, hardware, environments and platform in which the business operates (VOIP server, remote access, VOIP Phone, SIP Phone, video conference, cloud and etc.) role
• Ability to diagnose and troubleshoot basic technical issues, excellent problem-solving and communication skills
. Management of hardware failure – coordinate with hardware maintenance services provider for delivery replacement part and the physical installation of the replacement parts.
• Ability to provide step-by-step technical help, both written and verbal also able to travel to customer sites with short notices
