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Technical Support Engineer

Job Description

Technical Support Engineers are the core of our success as a company that prides itself
on providing the highest level of qualified and timely technical support. As a key
member of the Technical Support team, you will be part of a dynamic team that really
enjoys helping others. This role requires someone that has the ability to understand and
solve complex, high-impact challenges faced by our customers in a timely and efficient
manner.
Technical Support Engineer responsibilities include resolving system issues, configuring
systems and using remote desktop connections to provide immediate support. You will
use email 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 our customers trust. They will rely on you to provide
timely and accurate solutions to their technical problems.

Responsibilities

• Research and identify solutions to software and system issues
• Diagnose and troubleshoot technical issues,
• Ask customers targeted questions to quickly understand the root of the problem
• Track 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 (e.g. infrastructure team)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of manuals and knowledge base articles.
• Maintain jovial relationships with clients.

Requirements

• Good understanding of computer systems, mobile devices and other tech products
• The desire to help others
• Good command of spoken and written English
• Ability to research and test solutions
• Ability to diagnose and troubleshoot basic technical issues
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science or relevant field
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

Benefits

• Contract
• Training / Education assistance
• Vacation, personal days and sick leave
• Overtime
• Bonus (outstanding performance, goal achievement, milestone)
• Health insurance
• Breakfast & Lunch

How To Apply

Send your CV via email (jobs@libyanspider.com).