Job Description
We are looking for a Technical Support Engineer to provide enterprise-level assistance mainly on Windows 10 Platform to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.
Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications 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.
To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.
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 hardware issuesDiagnose and troubleshoot technical issues, including Windows features/performance/activation/updates, account setup and network configuration, etc.Ask customers targeted questions to quickly understand the root of the problemTrack OS issues through to resolution, within agreed time limitsTalk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issueProperly escalate unresolved issues to appropriate internal teams (e.g. R&D, Product, IT)Provide prompt and accurate feedback to customersRefer to internal database or external resources to provide accurate tech solutionsEnsure all issues are properly loggedPrioritize and manage several open issues at one timeFollow up with clients to ensure their IT systems are fully functional after troubleshootingPrepare accurate and timely reportsDocument technical knowledge in the form of notes and manualsMaintain jovial relationships with clients
Requirements
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar roleHands-on experience with Windows/Linux environmentsTwo or more years of experience in systems development, network operations, software support or I.T. consulting with a working knowledge of:Windows Server & Client Operating System knowledge which includes understanding of NTFS/Share Permissions, File Sharing, Performance Monitoring, Event logging, Task Manager, Windows Firewall, User and Group Management.Understanding of Patch Management and experience with Windows Server Update Services (WSUS).Windows activation methods (Retail, OEM, KMS, MAK)Understanding of TCP/IP and other networking services: DNS, WINS, DHCP, Routing.Understanding of WMI and familiarity with WQL queriesWindows Command Line and PowerShell commandsActive Directory concepts such as Kerberos, LDAP, Sites and Security Groups.Ability to diagnose and troubleshoot basic technical issuesFamiliarity with remote desktop applications and VDI solutionsExcellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalBS degree in Information Technology, Computer Science or relevant fieldAdditional certification in Microsoft （especially Microsoft MVP）, Linux, Cisco or similar technologies is a plusExceptional Problem-Solving and Communication Skills - Spoken and written English (including technical writing) is a plus

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