Technical Support Engineer

Job Description

We are seeking a Technical Support Engineer to join our dynamic team in Johannesburg. This role requires delivering exceptional support to our users by troubleshooting technical issues and providing effective solutions. The ideal candidate will be passionate about technology and have experience in customer support. You will be the first point of contact for resolving hardware and software issues, ensuring client satisfaction and maintaining our reputation for outstanding support.

Responsibilities

• Engage with customers to resolve a broad range of technical issues effectively.
• Analyze support trends and identify opportunities for process enhancement.
• Assist in developing support documentation and user guides.
• Work closely with the product team to relay customer feedback.
• Facilitate training sessions for new customers and internal staff.
• Conduct regular reviews of support tickets and performance metrics.
• Explore ways to improve overall customer experience.
• Support project initiatives focused on improving service delivery.
• Document solutions and share knowledge with the team.

Requirements

Education

• Bachelor's degree in Computer Science or Information Technology

Experience

• 4+ years of providing technical support

Technical Skills

• Cloud Technologies
• Remote Support Tools

Soft Skills

• Customer Service Orientation
• Teamwork

Certifications

• Microsoft Certified: Azure Fundamentals
• Cisco Certified Network Associate (CCNA)

Languages

• English: Fluent

Advantageous

• Familiarity with ticketing systems: Experience with tools like Jira or ServiceNow.
• Knowledge of mobile device management: Understanding of MDM solutions for mobile device support.

Benefits

• Health, dental, and vision insurance
• Employee assistance programs
• Flexible work environment
• Annual bonuses based on performance

Company Culture

• Innovation: We encourage innovative thinking and creativity, providing a platform for fresh ideas.
• Diversity and Inclusion: We celebrate diversity and are committed to creating an inclusive environment for all.
• Work-Life Balance: We promote a healthy work-life balance, ensuring our team's well-being.