Technical Support Engineer

Job Expired

Job Overview

More Information

Salary Offer After the interview
Address Bab ben Ghashir, Tripoli - Libya.

Job Description

Technical Support Engineers are the core of our success as a company that prides itself
on providing the highest level of qualified and timely technical support. As a key
member of the Technical Support team, you will be part of a dynamic team that really
enjoys helping others. This role requires someone that has the ability to understand and
solve complex, high-impact challenges faced by our customers in a timely and efficient
manner.
Technical Support Engineer responsibilities include resolving system issues, configuring
systems and using remote desktop connections to provide immediate support. You will
use email to give clients quick answers to simple IT issues. For more complex problems
that require nuanced instruction, you will contact clients via phone and/or provide clear,
written instructions and technical manuals.
Ultimately, you will be a person our customers trust. They will rely on you to provide
timely and accurate solutions to their technical problems.

Responsibilities

Research and identify solutions to software and system issues
Diagnose and troubleshoot technical issues,
Ask customers targeted questions to quickly understand the root of the problem
Track system issues through to resolution, within agreed time limits
Talk clients 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. infrastructure team)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Prioritize and manage several open issues at one time
Follow up with clients to ensure their systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of manuals and knowledge base articles.
Maintain jovial relationships with clients.

Requirements

Good understanding of computer systems, mobile devices and other tech products
The desire to help others
Good command of spoken and written English
Ability to research and test solutions
Ability to diagnose and troubleshoot basic technical issues
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