Technician Support Engineer

Job Description

Join our team as a Technician Support Engineer, where you will be pivotal in providing technical support and resolving hardware and software issues for our valued clients. Your role will involve collaboration with internal teams to ensure timely solutions, enhancing customer satisfaction.

Responsibilities

• Serve as the first line of support for customer issues and queries.
• Work collaboratively with the team to resolve technical issues effectively.
• Help improve service delivery through the development of best practices.
• Conduct remote troubleshooting and provide guidance to customers.
• Foster strong customer relationships to understand their technical needs better.
• Document solutions and create knowledge base articles for common issues.
• Contribute to internal initiatives aimed at improving customer experiences.
• Participate in post-incident reviews to help refine the support process.

Requirements

Education

• Diploma in IT or related field
• Relevant IT certifications preferred

Experience

• Experience with troubleshooting mobile devices is a plus

Technical Skills

• Microsoft Office Suite
• Networking Technologies

Soft Skills

• Teamwork
• Adaptability

Certifications

• AWS Certified Solutions Architect
• Cisco Certified Network Associate

Languages

• English: Fluent

Advantageous

• Mobile Device Support: Experience in troubleshooting and supporting mobile devices.
• Knowledge of ITIL Framework: Understanding of ITIL processes for service management.

Benefits

• Comprehensive medical aid coverage
• Retirement savings plan with employer contribution
• Work-life balance initiatives
• Employee assistance program

Company Culture

• Diversity and Inclusion: We celebrate diversity and are committed to creating an inclusive environment for all employees.
• Respect and Fairness: We pride ourselves on treating everyone with respect and maintaining a fair workplace.
• Work-Life Balance: We recognize the importance of personal time and strive to provide a balance between work and life commitments.