Technical support Engineer

Job description

Key Responsibilities

1. Technical Troubleshooting:

   • Diagnose and resolve hardware, software, and network-related issues.
   • Provide step-by-step technical guidance to clients via email, phone, or chat.

2. Customer Interaction:

   • Respond to and manage customer queries in a professional and timely manner.
   • Escalate complex issues to higher-level support or development teams when necessary.

3. Documentation:

   • Document all customer interactions, solutions provided, and recurring issues.
   • Maintain and update technical knowledge bases and user guides.

4. Collaboration:

   • Work closely with product teams to report bugs and recommend feature enhancements.
   • Assist in testing and deploying software patches or updates.

5. Proactive Support:

   • Monitor system performance and provide preventive support to avoid potential issues.
   • Provide recommendations to improve system performance and user experience.

Required Skills and Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proven experience in a technical support or similar role.
• Strong understanding of operating systems (Windows, macOS, Linux).
• Familiarity with networking concepts (e.g., TCP/IP, DNS, VPN).
• Hands-on experience with troubleshooting hardware and software issues.
• Excellent communication and interpersonal skills.
• Ability to multitask and prioritize under pressure.