The Technical Support Engineer will provide remote technical assistance (Tier I or Tier II support) and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software.
The function of the TSE is to:
- Provide remote technical support for internal and external customers.
- Perform triage on inbound customer calls and service requests or escalate customer issues as appropriate and support the Service Manager in providing resolutions to the related issues.
- Perform Parts Testing and Manufacturer Coordination roles as required and certified.
- Offers after-sales technical support solutions once a product has been sold.
Compentencies
- Business Acumen:
Develops and maintains technical knowledge of offerings in the discipline to effectively handle routine assignments and to assist on more complex assignments, for assigned opportunities.
A Technical Support Engineer is responsible for developing an understanding of the service department processes, techniques and tools. - Communication:
Delivery effective communication of problems and resolutions to customers both internally and externally. The position assists in communicating new developments or announcements in the discipline/ specialty to client relationship teams, and to customers within the assigned territory. - Relationship Building:
The TSE must establish excellent relationships with customers at the functional level within customer organizations. - Problem Solving:
Recognizes job-related problems with discipline offerings, solutions, customer negotiations, or team relationships. Uses existing techniques or tools to analyze causes and prepares/recommends solution alternatives to more senior TSE specialists or local management.
Education/Skills/Requirements
- Three-Five (3-5) years of experience in remote customer technical support or related field or A degree in computer science or related field
- A+ certification.
- Experience as a Tier I or Tier II remote support engineer.
- Certification in Microsoft, Linux, Cisco and Fortinet is advantageous..
- Extensive knowledge of computer hardware to include desktops, laptops and servers.
- Prior experience in tech support, desktop support, or a similar role.
- Proficiency in Windows/Linux/Mac OS.
- Experience with remote desktop applications and help desk software
- Basic networking and technical proficiency on computer systems.
- Stong analytical skills
Key Responsibilities
This position is responsible for providing technical support, troubleshooting and repairs of computer systems in-house and at customer sites.
- Verify if device is within warranty period.
- Identifies, investigates, and resolves users’ problems with computer software and hardware
- Remote support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
- Configuration and deployment of new desktops, laptops and servers.
- Consults with users to determine steps and procedures taken to identify and resolve the problem.
- Applies knowledge of computer software, hardware, and procedures to solve problems.
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
- Collaborates with other staff to research and resolve problems.
- Collaborates with programmers to explain errors and/or recommend modifications in programs.
- Arranges service by software or hardware vendors to repair or replace defective products.
- Maintains knowledge of technology innovations and trends.
- Ensures call Log Data is accurately recorded and submitted in a timely manner.
- Ensures all tools are kept in a good working order and no tool is lost, damaged or broken.
- Ensures all the duties of the Technical Support Engineer (HP) are completed as per the job description
- Provide feedback/follow ups/updates to customer regarding outstanding issues.Interact with all customers, both internally and externally in accordance with company policies.
- Interact with all customers, both internally and externally in accordance with company policies.
- Report/Document reported errors accurately.
- Ensure necessary tools are available and on hand.
- Update cases via ERP system accurately and timely
- Provide accurately and timely feedback to internal and external customers.
- Achieves customer satisfaction responding within 3hrs to a service call for break/fix repairs and having a resolution to problem within 24 hours.
- Ensure devices are connected/networked according to customer requirement and best practices.
- Meets company attendance standards by reporting to work punctually and working all scheduled hours and any required overtime.
- Effectively communicate problems to the customer and start the service experience.
- Ensure accurate data is logged and have a full understanding of service requests from the helpdesk.
- Effective 'debrief' and reporting of service calls for future enhancements.
- Follow company guidelines for SLA (Service Level Agreement) for responding to customer calls.
- Coordinate with the relevant teams to ensure that SLA are met.
- Performs other duties as assigned.
Key Deliverables & Accountabilities
- Three (3) hour deadline for response time to customer queries.
- Twenty-Four (24) hour deadline for resolution.
- Same day completion of work / updates to ERP.
Performance Criteria
- Demonstration of thorough knowledge of internal call handling procedures.
- Internal and external customer service satisfaction ratings.
- Regular on time attendance history and flexibility to meet changing customer demands.
- Commitment to on-going technical education and successful completion of internal and external certifications as planned.
- Demonstrate analytical, problem-solving and communications skills.
- Accuracy and regularity of completion of internal process documentation and tasks.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Clean desk policy.
- Vehicle usage policy.
- Computer usage policy.
- Proficient with ERP systems, Microsoft Office Suite or related software.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Presents professional appearance to clients by dressing in a professional attire according to company standards.
- Proficient in professional oral and telephone etiquette.
- Ability to gather relevant information systematically and identify needs and solve problems following the instruction.
- Ability to maintain ongoing relationships with customers, peers and support partners.
- Ability to effectively interact and communicate with people at operational level.
- Perform reporting and administrative functions.
- Manage time effectively.
- Ability to work/collaborate as a team.
- Strong customer management skills.
- Must be able to work with limited supervision.
- Proficient with ERP systems, Microsoft Office Suite or related software.
- Proficient with or the ability to quickly learn an array of computer hardware and software.
What We Offer
Each employee has a chance to see the impact of his work.
You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as team building events, and much more
Perks
A contract position
Attractive salary package.
Trainings
Exposure to various
technologies
Team Building
Enjoy team builing
exercises with colleagues
Much More
Other activities for
team & personal development.
What's great in the job?
- Great team of smart people, in a friendly and open culture
- Smart tools to use, no rigid working hours
- Expand your knowledge of various business industries
- Real responsibilities and challenges in a fast evolving company
