We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install & support applications and programs.
Tech Support Roles & Responsibilities:
- Resolving application issues, basic network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to IT issues.
- Taking ownership of customer issues reported and seeing problems through to resolution
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system & application issues
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
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• Desktop Support for chrome OS, Linux, Windows, Mac
• Address user tickets regarding hardware, software, client applications and basic network issues
• Walk customers through installing applications and computer
peripherals
• Hands-on experience with chrome / Linux OS environments
• Record technical issues and solutions in logs
• Intense knowledge of identifying the error logs and error snippets
• Help create technical documentation and manuals
• Ability to perform remote troubleshooting and provide clear
instructions
• Excellent problem-solving and multitasking skills, customer-oriented attitude.
• Handling end to end Asset management responsibilities (includes peripherals like connecting cables, connectors,
adaptors, keyboard, mouse etc.)
• Strong and effective stakeholder management and communication skills.
• High-Level technical understanding of Linux services, packages, filesystem etc.
• Ensure early resolution to the issues to meet SLA
• Proactively taking ownership of any new tasks / responsibilities
• Manual testing knowledge and test cases preparation
• Identifying & reporting the failing test cases and regular follow
up's
• Keeping track of all the client & Ops teams updates
• Sending mails to client, stakeholders, teams and regular follow ups
• Sending reports SOD, EOD, Shift transfer mails
• Sending / filling latency forms, validating downtime filled by teams and approving
• OnCall knowledge and placing OnCall if any tool outages by analyzing and understanding
- Atleast 2-3 years of relevant work experience
- College degree in a relevant field like Computer Science, IT or Software Engineering is an advantage.
- Knowledge on any scripting language (shell scripting, json
scripting) is an advantage - Knowledge on any Ticketing tool is a must
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
- Hands-on experience with Chrome & Linux OS environment
- Good understanding of computer systems, application support and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and
verbal