Support Engineer

About the Role

As a Support Engineer, you will provide customers with IT support through helpdesk software applications, emails, and calls. You will also assist customers with setting up accounts, installing applications, resolving technical problems, and configuring networks.

Requirements

  • A Bachelor's Degree in computer science, information technology, or a similar field.

  • 2-5 years of experience as a support engineer.

  • In-depth knowledge of Windows, Linux, and Mac OS environments.

  • Proficiency in remote desktop and helpdesk software.

  • Advanced knowledge of IT software, hardware, and network setup.

  • An ability to prioritize and diagnose IT problems.

  • Extensive experience in resolving customer IT queries.

  • Proficiency in documenting processes and monitoring performance metrics.

  • An ability to relay important application feedback to IT developers

  • Exceptional written and verbal communication skills.

Responsibilities

Providing customers with IT support through desktop solutions, chat functions, emails, and calls.
Assisting customers with account setup and application installations.
Ensuring application functionality by configuring networks.
Troubleshooting IT issues by asking customers targeted questions.
Providing customers with guidance to resolve technical problems.
Following up on technical queries and providing feedback.
Prioritizing customer queries and escalating serious technical issues to IT developers.
Documenting error reports and monitoring performance metrics.
Relaying application functionality feedback from customers to IT developers.
Compiling IT instruction manuals and useful IT support resources.