Technical Support Engineer

Job Description

Join our dynamic team as a Technical Support Engineer in Cape Town. You will play a crucial role in providing high-quality technical support and ensuring customer satisfaction. The ideal candidate will be well-versed in troubleshooting software and hardware issues, and have a keen eye for detail.

Responsibilities

• Identify, document, and report bugs and issues in the system.
• Manage high-pressure situations and provide quick solutions.
• Foster customer relationships through proactive communication.
• Develop training materials and conduct new employee orientation.
• Assist in quality assurance testing for new product features.
• Utilize remote support tools to assist clients effectively.
• Monitor and maintain the help desk software for tracking customer feedback.
• Strive to increase customer satisfaction ratings.

Requirements

Education

• Degree in Computer Science or IT-related field
• ITIL certification preferred

Experience

• 5+ years of experience in technical support

Technical Skills

• Windows and Linux Platforms
• Remote Support Tools

Soft Skills

• Interpersonal Skills
• Adaptability

Certifications

• ITIL Foundation
• Cisco Certified Network Associate (CCNA)

Languages

• English: Fluent

Advantageous

• Experience in customer relationship management: Strong background in managing customer expectations and satisfaction.
• Knowledge of IT security principles: Understanding of cybersecurity best practices.

Benefits

• Comprehensive medical aid coverage
• Performance-related bonuses
• Flexible working hours and remote work options
• Training and development opportunities

Company Culture

• Innovation: We encourage innovative thinking and creative solutions.
• Work-Life Balance: We believe in maintaining a healthy work-life balance for our employees.
• Client Focused: Our team is dedicated to understanding and exceeding client expectations.