Key Responsibilities:
Technical Support Ticket Response:
Respond promptly to incoming technical support tickets and customer inquiries.
Prioritize and manage support requests based on urgency and complexity.
Client Communication & Issue Assessment:
Contact clients to understand the nature of their technical or IT issues and assess the problem.
Gather technical details from clients to facilitate effective troubleshooting.
Remote Access & Troubleshooting:
Link to clients' computers via remote access tools to troubleshoot and resolve technical issues.
Diagnose and troubleshoot hardware, networking, and software issues remotely and on-site.
On-Site Support:
Travel to clients' offices or server locations to resolve technical problems that cannot be addressed remotely.
Install and configure new hardware, software, and networking systems at client locations.
Proposing Solutions:
Provide simple and effective solutions to clients' technical issues, ensuring minimal disruption to their operations.
Offer recommendations for system improvements or upgrades where necessary.
Software Training:
Provide basic software training to clients, ensuring they can use the installed systems or applications effectively.
Develop and share user-friendly guides and training materials for client reference.
Client Relationship Management:
Maintain a professional relationship with clients by providing excellent customer service and support.
Regularly follow up with clients to ensure client satisfaction and resolve any ongoing issues.
Job Reports:
Complete job reports documenting technical issues, solutions provided, and any equipment installed or upgraded.
Maintain accurate records of all technical support activities for reference and future troubleshooting.

Technical Engineer

Job Description

Required Skills