Technical Support Engineer

As a Technical Support Engineer, you will be tasked with monitoring and maintaining an organization's computer systems and networks. You will be responsible for diagnosing any hardware or software faults with these systems and will solve the issues either in person or over the phone.

Responsibilities include:

You will be right at the heart of matters as you need to deal directly with employees and customers who have technical problems such as trouble with their email accounts, forgotten passwords or viruses. Technical Support responsibilities include:

Technical Support & Issue Resolution:

o Provide Level 1, Level 2, and Level 3 technical support to internal teams and external

customers.

o Diagnose, troubleshoot, and resolve complex hardware, software, and network issues

promptly.

o Monitor and maintain computer systems, networks, and applications.

o Escalate unresolved issues to higher support tiers and collaborate with relevant departments

for a timely resolution.

Customer Support & Case Management:

o Act as the primary point of contact for customer technical issues, ensuring professional and

timely responses.

o Log and track all customer support tickets, ensuring accurate and detailed documentation.

o Ensure compliance with Service Level Agreements (SLAs) and deliver high-quality customer

service.

System Monitoring & Maintenance:

o Perform system health checks, maintenance, and regular updates to ensure optimal

performance.

o Review system logs and alerts to identify and resolve potential problems proactively.

o Implement preventive maintenance strategies to minimize system downtime.

Collaboration & Training:

o Collaborate with Tier I personnel to resolve basic technical issues and provide guidance on

escalated cases.

o Provide technical training and mentorship to junior support staff and end-users.

o Document technical processes, solutions, and best practices for future reference.