Technical Support Engineer

Provides level 1 technical support to end users on computer-related technical problems to assigned accounts / customers through voice support.

Essential Job Functions :

• Taking ownership of customer issues reported and responding to customer inquiries to ensure customer needs are met.
• Assists customers in resolving technical problems by providing guidance regarding software / hardware / application issues etc.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues and / or refer more complex technical problems through a defined escalation process.
• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed-upon time frame.
• Logs and tracks inquiries using a ticketing tool and maintains history records including related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Basic Qualifications