IT Technical Support Engineer

Responsibilities:

• Resolves problems with customers via telephone email or chat sessions using basic technical product knowledge and interpersonal skills.
• Troubleshoots problems with appropriate applications, products and vendors.
• Identifies and documents customer issues, and escalates as directed.
• Develops an understanding of multiple applications and platforms.
• Communicates basic technical solutions to customers using effective communication, listening and comprehension skills.
• Diffuses upset customers fully documents customer interactions in real-time
• Solves problems within defined quality standards using a basic understanding of products, solutions, and customer environments
• Identifies and escalates complex problems under direct supervision
• Works on a limited variety of problems of limited scope using defined procedures and practices
• Collaborates with fellow technicians and supervisor to solve problems
• Familiarizes self with new technologies, products and platforms

Qualification:

• Bachelor's degree or associate Degree
• 1-3 years demonstrated working experience required Basic computer literacy with a working knowledge of the Microsoft Office Package.
• Demonstrates ability to articulate technical issues in simple to understand terms to both management and customers.
• Demonstrates strong customer service and communication skills Must be able to work in shift/weekend, 9 hours and 12 hours business model.
• Shift includes morning, afternoon and night.