Technical Support Engineer
Snaphunt
Hong Kong
2天前

The Offer

  • Great work environment
  • Attractive salary & benefits
  • Opportunity to make a positive impact
  • Responsibilities

  • Research and identify solutions to software and hardware issues
  • Take ownership of customer issues reported and see problems through to resolution
  • 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 clients through a series of actions via phone and email until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients
  • Requirements :

  • Must be fluent in Gujarati, Hindi & English. This is a dealmaker.
  • At least 1 year of experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Experience working with international clients.
  • Hands-on experience with Windows / Linux / environments
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
  • Prior experience in the following technologies will be preferred - Salesforce, RingDNA.
  • The Employer

    We are growing aggressively and are looking for a committed full time Technical Support Engineer to join our team.

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