Summary of Position:
Technical Support Engineer provides enterprise-level assistance to our customers. They are responsible for diagnosing and troubleshooting software and hardware problems and help our customers install applications and programs.
Duties & Responsibilities:
- Using email and chat applications, provide answers to simple IT issues. For more complex problems that require nuanced instruction, direct contact with clients via phone and/or written instructions and technical manuals.
- Own reported customer issues ensuring problems are resolved through to resolution
- Research, diagnose, troubleshoot and identifying solutions to resolve system issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Research 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
- 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
- Maintain collegial relationships with clients
- Live by the standards set by the Verisma Core Values and ensure that business is transacted accurately and with the highest ethical standards.
Minimum Qualifications:
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
- Hands-on experience with Windows/Linux/Mac OS environments
- 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
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
Other details
Job Family IT / Technical Support
Job Function Help Desk
Pay Type Hourly
Min Hiring Rate $18.00
Max Hiring Rate $21.00
Required Education High School
