Support Engineer

We are currently looking for a Support Engineer to provide technical assistance with computer systems. Your main responsibilities would be to:

• Serve as the first point of contact for customer seeking technical assistance over the phone or through our ticketing system;
• Perform remote troubleshooting through diagnostic techniques and pertinent questions;
• Determine the best solution based on the issue and details provided by customers;
• Walk the customer through the problem-solving process;
• Direct unresolved issues to the next level of support personnel;
• Provide accurate information on IT products and services;
• Record events and problems and their resolution in logs;
• Follow up and update customer status and information;
• Pass on any feedback or suggestions by customers to the appropriate internal team;
• Identify and suggest possible improvements on procedures.