Technical Support Engineer – L1

Technical Support Engineer

• Install, configure, monitor & maintain computer applications & networks
• Configure operating systems.
• Prioritize and manage the workflow along with resolving issues related to the network
• Diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion
• Design computer systems to meet requirements of the organization or clients.
• Possess the ability to learn and work on changing and emerging technologies.
• First point of contact for clients for issues concerning their computer systems and equipment.
• Keep track of user’s system issues until they are resolved by adhering to the agreed timelines.
• Resolve complex problems, interact with clients through phone, emails or chats and provide unambiguously written instructions or technical manuals.
• Follow standard procedures of their organizations to resolve issues by escalating them to the relevant internal departments.
• Provide accurate feedback to customers promptly.

• Follow up with clients to make sure their computer systems are functioning properly after troubleshooting.
• Document technical knowledge in the knowledge database.
• Train people on how to use different types of systems.
• Monitor daily performance of technical systems.
• Help organizations deploy new software or hardware systems.

• 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
• 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