Technical Support Engineer
1 month ago
Key Responsibilities
- Provide technical support to clients, ensuring timely resolution of software and network-related issues.
- Deploy and manage software using Remote Monitoring and Management (RMM) systems like Atera, Ninja One, or Microsoft Intune.
- Use Group Policy Objects (GPO) to manage configurations and policies across networks.
- Diagnose and troubleshoot network and connectivity issues, providing effective solutions to maintain smooth client operations.
- Ensure clear, professional communication with clients through written and verbal channels.
- Collaborate with internal teams to continuously improve product support processes.
- Ensure customers receive high-quality service and have positive interactions at every stage of their journey.
- Develop and execute strategies to enhance the customer experience.
- Oversee customer support efforts to ensure timely and satisfactory resolutions to issues.
- Act as the voice of the customer within the organisation and advocate for customer''s needs and expectations in decision-making processes.
Required Skills & Experience
- 2+ years of experience in a client-facing technical support role.
- Strong knowledge of Windows Operating Systems and troubleshooting tools.
- Familiarity with networking principles and remote communication protocols.
- Excellent problem-solving skills and the ability to work independently under pressure.
- Proficiency in written and verbal communication.
Preferred Skills
- Experience with Apple and Linux systems is a plus but not essential.
- T-SQL knowledge will be an advantage.
Benefits
- In-office position with the opportunity to work 1-2 days from home, depending on performance.
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