Technical Support Engineer

Job Description

We are seeking a skilled Technical Support Engineer to join our Johannesburg team. The ideal candidate will possess a strong technical background and a passion for helping customers resolve their technical issues effectively and efficiently. You will be the first point of contact for technical inquiries and will troubleshoot a variety of hardware and software issues.

Responsibilities

• Provide exceptional customer service support by addressing technical inquiries.
• Assure service quality of support provided to clients.
• Train customers on software and hardware use as necessary.
• Participate in meetings to improve technical support processes.
• Assist with product testing and troubleshooting for new releases.

Requirements

Education

• Diploma in Information Technology or a comparable field
• Relevant technical certifications are preferred

Experience

• 3 years of experience in technical support or customer service roles

Technical Skills

• Customer relationship management (CRM) software
• Database management

Soft Skills

• Empathy
• Adaptability

Certifications

• ITIL Foundation Certification
• Help Desk Institute (HDI) Certification

Languages

• English: Fluent

Advantageous

• Experience with remote support tools: Hands-on experience with tools like LogMeIn or TeamViewer.
• Familiarity with ticketing systems: Prior use of CRM platforms for managing support queries.

Benefits

• Comprehensive medical aid and benefits package
• Paid time off for holidays and sick leave
• Opportunities for career advancement
• Dynamic and supportive work environment

Company Culture

• Supportive Environment: Our company culture is built on support and encouragement, allowing everyone to succeed.
• Diversity: We value diversity and inclusion in our workplace, embracing individuals from various backgrounds.
• Employee Well-Being: We prioritize the well-being of our staff, offering various wellness programs.