Technical Support Engineer

What to expect from the role
Work experience with different systems, software, and hardware.
Opportunity to work on IT projects.
Exposure to IT and development.
Work in collaboration with a team.
Guided by experts and professionals in the field and learn on the job.



Responsibilities
Take ownership of customer issues reported and see problems through to resolution
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide prompt and accurate feedback to customers
Ensure proper recording and closure of all issues
Prepare accurate and timely reports
Document knowledge in the form of knowledge base tech notes and articles
Follow the SLA for issues with respect to the severity.



Requirements
BS degree in Information Technology, Computer Science or equivalent
Experience in ELM
Proven working experience in enterprise technical support, IT support or as a technical engineer
In-depth knowledge in the product that the technician is supporting.
Strong problem-solving skills
Excellent client-facing skills
Excellent written and verbal communication skills