Greeting from IBST !
We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers.You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs
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
Search 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
They diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion so that they understand the nub of the problems.
Refer to internal database or external resources to provide accurate tech solutions
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Document technical knowledge in the form of notes and manuals
Shift Timings & off- 5 day schedule with rotational shift and off.
Desired Candidates Profiles Any Graduate/Post Graduate tenured with Previous experience working in an English-speaking contact center handling Information Technology products or services for at least 6 or more months in the same role Other industry experience will be also be considered if you have stable work record with excellent industry knowledge and proven tech skills.
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Expert knowledge in Security solutions, computer hardware and networking
Must have networking (hands on) experience, especially troubleshooting routers and home networks
Must also be knowledgeable in Windows and Android, use and navigation.
Excellent Windows, Mac & Linux troubleshooting ability with excellent navigation
The ability to be a good listener, and to really understand a customer problem or question and help them solve it.
Great Interpersonal skills as they will regularly be in contact with colleagues and/or customers.Ultimately, you will be a person our customers trust.
They will rely on you to provide timely and accurate solutions to their technical problems.Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.