Technical Support Engineer

Job Description

We are seeking a dedicated Technical Support Engineer to join our Pretoria team. In this role, you will diagnose and troubleshoot technical issues, providing exceptional customer service and support to our clients. The ideal candidate should possess strong communication skills and a knack for problem-solving, ensuring that our clients receive timely and effective solutions.

Responsibilities

• Respond promptly to customer inquiries and technical issues.
• Identify recurring problems and escalate them to management for quick resolution.
• Create and maintain FAQs and troubleshooting guides for both team members and clients.
• Work collaboratively with other support engineers to ensure effective issue resolution.
• Implement feedback from customers to improve service delivery.
• Conduct follow-ups with clients to ensure their issues have been resolved satisfactorily.

Requirements

Education

• Bachelor's degree in Computer Science or related field
• Any relevant IT certification is preferable

Experience

• 3+ years of experience in a similar technical support position

Technical Skills

• Remote Support Tools
• Problem-Solving

Soft Skills

• Adaptability
• Teamwork

Certifications

• Microsoft Certified: Azure Fundamentals
• CompTIA Network+

Languages

• English: Fluent

Advantageous

• Experience in a call center environment: Prior experience in high-volume support environments is a plus.
• Vendor-specific certifications: Certifications from major software and hardware vendors are advantageous.

Benefits

• Health insurance coverage for employees and dependents
• Flexible working hours and remote work options
• Annual performance bonuses
• Continuous training and support for career growth

Company Culture

• Team Collaboration: We believe in teamwork and collaboration to achieve our goals together.
• Employee Engagement: We prioritize employee engagement and open communication within our teams.
• Continuous Improvement: We are committed to continuous improvement in processes and skills.