Role and Responsibilities
Primary Responsibility:
Technical Support Engineer to provide enterprise-level assistance to the corporate office. He/she will diagnose and troubleshoot software and hardware problems and help the employees install applications and programs as per the agreed permissions/eligibility.
The Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. He/she will use email and chat applications to provide quick answers to simple IT issues.
Essential Functions:
• 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 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
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged and documented
• 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 jovial relationships with everyone within the organisation
Metrics & Organization Management:
Performance Metrics:
• Turn Around time
• Voice of the customer
• Quality of resolution provided
• Documentation management
OM & Reporting:
• Direct Reporting to CIO
Qualifications, Experience and Education Requirements:
• 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 and 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
• BS degree in Information Technology, Computer Science, or relevant field
• Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus
• General understanding of networking/LAN/WAN/DMZ concepts
• Ability to read and understand .NET code for diagnosis, escalation
• Experience with Agile development methodologies or consumer-facing application development is desirable
Mandatory Skills
• Fluency in written and spoken English
• Familiarity with scheduled jobs and job monitoring tools such as Control-M
• Management and maintenance of multiple applications including software, hardware, and websites
• Attention to detail always
• Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc
• In-depth knowledge of Stored Procedures, SSIS and Data Transformation Services
• Familiarity with SQL DBMS interface and integrated tools
• Creation of simple queries, running pre-defined scripts, configuration, security, and interpreting logs
• General understanding of various IT security concepts as they relate to production environments
• Periodic on-call support/availability may be required, in a follow-the-sun support model (possibly)
• Exhibit concepts of PM and application lifecycle - Development Testing, Transition, Deployment
• Will be flexible to attend multi-zone meetings outside of local business hours
• Communicate fluently verbally and in writing and can present complex technical information to both technical and non-technical audiences
• Ability to plan, schedule and monitor work activities to meet time and quality targets
• Ability to absorb rapidly new technical information, business acumen, and apply it effectively
