Technical Support Engineer Johannesburg - External Support

Introduction

Our client is looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.
The successful candidate will have good exposure in an environment where they were servicing predominantly external third party clients across various systems. 

Duties & Responsibilities

Technical Support Engineer responsibilities include:

  • Research and identify solutions to software and hardware issues.
  • Diagnose and troubleshoot technical issues, including account setup and network configuration.
  • Ask customers targeted questions to quickly understand the root of the problem.
  • Track computer system issues through to resolution, within agreed time limits.
  • 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.
  • Provide prompt and accurate feedback to customers.
  • Refer to internal database or external resources to provide accurate tech solutions.
  • Ensure all issues are properly logged.
  • Prioritize and manage several open issues at one time.
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
  • Prepare accurate and timely reports.
  • Document technical knowledge in the form of notes and manuals.
  • Maintain jovial relationships with clients.

Desired Experience & Qualification

To be qualified for this role, you should: 

  • Hold a degree in a relevant field,
  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
  • Hands-on experience with Windows/Linux/Mac OS environments.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Ability to diagnose and troubleshoot basic technical issues.
  • Familiarity with remote desktop applications and help desk software.
  • Excellent problem-solving and communication skills.
  • Ability to provide step-by-step technical help, both written and verbal.
  • Hold certifications in the following fields Microsoft, VMWare, HP, Dell and Sophos.
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
  • Be a natural helper,
  • Enjoy assisting people with computer issues and are able to explain technical details simply,  
  • Ultimately, you will be a person our customers trust.
  • They will rely on you to provide timely and accurate solutions to their technical problems.

Interested?

Email CV to allan@icongroup.co.za

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