Job Description

Job Overview:

We are seeking a dedicated and skilled Senior Technical Support Engineer to join our dynamic team. The successful candidate will play a crucial role in ensuring customer satisfaction by providing technical support, troubleshooting issues, and delivering effective solutions. As a Technical Support Engineer, you will work closely with customers, internal teams, and third-party vendors to resolve technical issues promptly. 

Job Responsibilities: Technical Support:  

• Respond to customer inquiries and provide technical support within Service Level Agreements (SLAs) via various communication channels. (Level 1 Support)  

• Handles more complex technical issues, whether on-site or in-house, that cannot be resolved at the initial resolution attempts. These issues may require deeper troubleshooting, root cause analysis, and specialized knowledge for resolution, which may also involve in-house repair or coordination with OEM/suppliers. (Level 2/3 Support)  

• Collaborate with cross-functional teams to escalate and resolve difficult issues.  

• Perform routine preventive maintenance on clients' sites and offices.  

• Manage procurement of hardware components and spare parts, as well as inventory.  

• Provide office IT support, including assistance with emails, computer setup, and troubleshooting.  

• Carry out system installation (hardware and software) during project deployment.  

• Document customer service report, interactions, troubleshooting steps, and solutions in a clear and organized manner. 

Job Requirements

Attributes Required:

• Good customer service skills to communicate effectively with end-users and provide support in a professional and courteous manner.  

• Good problem-solving skills to diagnose and resolve technical issues efficiently.  

• Effective troubleshooting communication involves clear and concise explanations of technical issues coupled with active listening.  

• Good time management to manage multiple tasks and able to prioritize tasks effectively  

• Good documentation skills to produce accurate documentation for issue tracking, knowledge sharing, and future reference.  

• Proficiency in both independent work and collaborative teamwork within a team setting  

• Proactive with a strong willingness to learn.  

Qualifications:  

• Bachelor's degree in Information Technology or a related technical field, or equivalent practical experience.  

• Proven experience in a customer support or technical support role.  

• Proficiency in troubleshooting hardware and software issues.  

• Strong understanding of IT fundamentals, including operating systems (Windows especially), networking concepts, computer hardware components, and software application.  

• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.  

• Familiarity with ticketing systems and customer support software.  

• Ability to work well under pressure and handle multiple tasks simultaneously.  

• Able to travel to customer sites for technical support or project implementation.   

Preferred Skills:

• Operating Systems: Proficiency in various operating systems such as Windows, macOS  

• Networking: Basic understanding of networking fundamentals including TCP/IP, DNS, DHCP  

• Hardware Troubleshooting: Ability to diagnose hardware issues and perform basic repairs or replacements for components such as CPUs, RAM, hard drives, and peripherals.  

• Software Troubleshooting: Experience in troubleshooting software issues including installation errors, compatibility issues, and application crashes.  

• Remote Desktop Tools: Familiarity with remote desktop tools such as TeamViewer, Remote Desktop Protocol (RDP), or VNC for providing remote assistance to users.  

• Database Knowledge: Basic knowledge of database systems such as SQL Server, MySQL, for troubleshooting database-related issues.  

• Electrical knowledge: Understanding of fundamental electrical principles, for troubleshooting electrical issues.  

• Ticketing Systems: Experience using ticketing systems to log, track, and resolve customer issues efficiently.  

Additional Skills (Bonus)

• Able to lead team members  

• Advanced knowledge in networking and data communication, including a good understanding of cloud technologies, VPN (Virtual Private Network) configurations, Modbus etc  

• Proficiency in other operating systems such as Linux, and Unix.  

• Expertise in power distribution, signal processing, and interfacing with external devices or f irmware. Ensuring electrical safety, compatibility, and performance.  

• Understanding of cybersecurity principles 

Skills