Software Support Engineer

We are looking for a Software Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software problems and help our customers to fix or escalate to relevant employee in our company.

Responsibilities

• Research and identify solutions to software issues
• Diagnose and troubleshoot technical issues, including account setup and application 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

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Requirements

• BS degree in Information Technology, Computer Science or relevant field
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows/Linux
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Zendesk)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal

Please send email to [email protected] with subject: Software Support Engineer