Job Description

The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.

Requirements

Proven working experience in enterprise technical support, IT support or as a technical engineer
In-depth knowledge in the product that the technician is supporting.
Strong problem-solving skills
Excellent client-facing skills
Excellent written and verbal communication skills

Responsibilities

Install and configure computer applications.
Monitor and maintain computer networks.
Configure operating systems.
Resolve issues related to the network.
Prioritize and manage the workflow.
Diagnose, troubleshoot, and resolve issues using customer input.
Design computer systems that meet specific requirements.
Learn and work with emerging technologies.
Act as the first point of contact for clients with issues concerning their computer systems and equipment.
Keep track of system issues and adhere to the agreed timeline until an issue is resolved.
Interact with clients via phone, email or chats and provide concise written/verbal instructions.
Maintain procedural documents and reports.
Follow standard procedures to resolve issues by connecting them to relevant internal departments.
Provide prompt, accurate feedback to customers.
Ensure proper documentation of all issues.
Follow up with clients, ensuring their computer systems are functioning properly after troubleshooting.
Prepare prompt, accurate reports.
Document technical knowledge in the knowledge database.
Train people on how to use different systems.
Monitor daily performance of technical systems.
Help companies deploy new software or hardware systems.