Technical Support Engineer

undefined ago • 2-3 Years • Software Development & Engineering

Job Summary

Job Description

Tech Holding is a full-service consulting firm focused on delivering predictable outcomes and high-quality solutions. As a Technical Support Engineer, you will resolve network issues, configure operating systems, and provide immediate support via remote desktop connections. Responsibilities include using email and chat for simple IT issues, and phone for complex problems, providing clear instructions and technical manuals. The role requires building customer trust by providing timely and accurate solutions to technical problems, ensuring customer satisfaction and efficient issue resolution.
Must have:
  • Resolve network issues and configure operating systems.
  • Provide immediate support via remote desktop, email, chat, and phone.
  • Handle incoming voice calls as first point of contact for service requests.
  • Troubleshoot end-user software, hardware, and network issues.
  • Record detailed incidents and follow up for customer satisfaction.
  • Diagnose and troubleshoot technical issues including account setup.
  • Escalate unresolved issues to appropriate internal teams.
  • Document technical knowledge in notes and manuals.
  • Active Directory/User management/Troubleshooting expertise.
  • Microsoft O365 and SharePoint administrator skills are essential.
  • Proficient in Windows and system application troubleshooting.
  • Knowledge of DNS, DHCP, VPN, Network, Backup, Ticketing, and Monitoring tools.
  • Excellent analytical, written, and verbal communication skills.
  • Experience as a technical specialist in customer-facing roles.
  • Strong task management and customer-focused problem-solving.
  • Must have on-call support experience.
  • Open to 24/7 rotational night shifts and 5-day working.
  • Fluent in English for voice support.
Good to have:
  • Intune Administrator
  • International client support experience
  • Basic knowledge of AWS and Linux
Perks:
  • Learning & Development Opportunities
  • 2 Rotational Week-Off
  • Employee - Family Insurance
  • Various type of Leaves

Job Details

About us:

Working at Tech Holding isn't just a job, it's an opportunity to be a part of something bigger. We are a full-service consulting firm that was founded on the premise of delivering predictable outcomes and high-quality solutions to our clients. Our founders and team members have industry experience and have held senior positions in a wide variety of companies – from emerging startups to large Fortune 50 firms – and we have taken our combined experiences and developed a unique approach that is supported by the principles of deep expertise, integrity, transparency, and dependability.

Responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

Ultimately, you will be a person that our customer's trust. They will rely on you to provide timely and accurate solutions to their technical problems.

**Experience : 2 - 3 years

Shifts: Rotational Shifts**

Requirements

  • Active Directory/User management/ Troubleshooting
  • Office 365-Outlook Troubleshooting & Microsoft O365 administrator skills is must
  • Sharepoint Administrator skills
  • Intune Administrator (Advantage)
  • Windows and system application Troubleshooting
  • Knowledge of Technical Terms DNS/DHCP/VPN/Network etc.
  • Knowledge/Experience of Backup tools
  • Knowledge of Ticketing tools and SLA.
  • Knowledge of Server/Network Monitoring Tools
  • Excellent analytical skills, written and verbal communication.
  • Experience as a technical specialist in customer-facing roles
  • Strong task management skills
  • Customer focused with a passion for resolving unique problems
  • Must have on-call support experience
  • International client support experience (Preferred)
  • Basic knowledge of AWS and Linux (Advantage)
  • 24*7 Support (Rotational Night Shift)
  • 5 days working.
  • Voice Support.

Responsibilities

  • Excellent communication skills and ability to discuss and troubleshoot issues with Native English Speakers
  • Efficiently handling incoming voice calls and acting as the first point of contact for service request calls & requisitions through voice support.
  • Telephonic support to End Users and coordination with Vendors, Client Problem Management team, and other Support teams.
  • Provide phone and help desk support for local and off-site users.
  • Provide network troubleshooting and support, as well as end-user software and hardware troubleshooting.
  • Record detailed incident descriptions in the call tracking system and follow up to resolve issues, ensuring customer satisfaction.
  • Answer and manage incoming calls, emails, chats, and/or interactive voice response systems
  • Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Talk clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers.
  • Refer to the internal database or external resources to provide accurate tech solutions
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
  • Document technical knowledge in the form of notes and manuals

Other benefits:

  • Learning & Development Opportunities
  • 2 Rotational Week-Off
  • Employee - Family Insurance
  • Various type of Leaves

Tech Holding is proud to be an Equal Opportunity Employer and is committed to fostering a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences, and we consider qualified applicants without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. If you require accommodation in the application process, please contact our HR

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