JOB PURPOSE/SUMMARY

The Technical Support Engineer will provide remote technical assistance (Tier I or Tier II support) and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software.

The function of the TSE is to:

• Provide remote technical support for internal and external customers.
• Perform triage on inbound customer calls and service requests or escalate customer issues as appropriate and support the Service Manager in providing resolutions to the related issues. 
• Perform Parts Testing and Manufacturer Coordination roles as required and certified.
• Offers after-sales technical support solutions once a product has been sold.

KEY RESPONSIBILITIES

This position is responsible for providing technical support, troubleshooting, and repairs of computer systems in-house and at customer sites.
 

• Verify if the device is within the warranty period.
• Identifies, investigates, and resolves users’ problems with computer software and hardware
• Remote support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Configuration and deployment of new desktops, laptops and servers.
• Consult with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Collaborates with programmers to explain errors and/or recommend modifications in programs.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Maintains knowledge of technology innovations and trends.
• Ensures call Log Data is accurately recorded and submitted promptly.
• Ensures all tools are kept in good working order and no tool is lost, damaged, or broken.
• Ensures all the duties of the Technical Support Engineer (HP) are completed as per the job description
• Provide feedback/follow-ups/updates to customers regarding outstanding issues. Interact with all customers, both internally and externally by company policies.
• Interact with all customers, both internally and externally by company policies.
• Report/Document reported errors accurately.
• Ensure necessary tools are available and on hand.
• Update cases via the ERP system accurately and timely
• Provide accurate and timely feedback to internal and external customers.
• Achieves customer satisfaction by responding within 3 hours to a service call for break/fix repairs and having a resolution to the problem within 24 hours. 
• Ensure devices are connected/networked according to customer requirements and best practices.
• Meets company attendance standards by reporting to work punctually and working all scheduled hours and any required overtime.
• Effectively communicate problems to the customer and start the service experience.
• Ensure accurate data is logged and have a full understanding of service requests from the helpdesk.
• Effective 'debriefing' and reporting of service calls for future enhancements.
• Follow company guidelines for SLA (Service Level Agreement) for responding to customer calls.
• Coordinate with the relevant teams to ensure that SLA are met.
• Performs other duties as assigned.

Key Deliverables & Accountabilities

• Three (3) hour deadline for response time to customer queries. 
• Twenty-four(24) hour deadline for resolution.
• Same-day completion of work/updates to ERP.

Performance Criteria
 

• Demonstration of thorough knowledge of internal call handling procedures.
• Internal and external customer service satisfaction ratings.
• Regular on-time attendance history and flexibility to meet changing customer demands.
• Commitment to ongoing technical education and successful completion of internal and external certifications as planned.
• Demonstrate analytical, problem-solving, and communication skills.
• Accuracy and regularity of completion of internal process documentation and tasks.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Clean desk policy.
• Vehicle usage policy.
• Computer usage policy.
• Proficient with ERP systems, Microsoft Office Suite, or related software.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Presents professional appearance to clients by dressing in professional attire according to company standards.
• Proficient in professional oral and telephone etiquette.
• Ability to gather relevant information systematically identify needs and solve problems following the instruction.
• Ability to maintain ongoing relationships with customers, peers, and support partners.
• Ability to effectively interact and communicate with people at the operational level.
• Perform reporting and administrative functions.
• Manage time effectively.
• Ability to work/collaborate as a team.
• Strong customer management skills.
• Must be able to work with limited supervision.
• Proficient with ERP systems, Microsoft Office Suite, or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.

EDUCATION/SKILLS REQUIREMENTS

• Three-five(3-5) years of experience in remote customer technical support or a related field or A degree in computer science or a related field
• A+ certification.
• Experience as a Tier I or Tier II remote support engineer.
• Certification in Microsoft, Linux, Cisco, and Fortinet is advantageous.
• Extensive knowledge of computer hardware including desktops, laptops, and servers.
• Prior experience in tech support, desktop support, or a similar role.
• Proficiency in Windows/Linux/Mac OS.
• Experience with remote desktop applications and help desk software
• Basic networking and technical proficiency in computer systems.
• Strong analytical skills