Technical Support Engineer at The Career Network

R30k - R35k (neg)

Southern Suburbs
We are looking for a Technical Support Engineer / Lead to provide enterprise-level assistance to
our customers.

• You will diagnose and troubleshoot software and hardware problems and
• help our customers with supporting our application as well as manage the support team (very small team)
• Technical Support Engineer/Lead responsibilities include resolving internal network issues,
• configuring operating systems and using remote desktop connections to provide immediate
• support. You will use email and chat applications to give our clients speedy solutions to
• simple application issues. For more complex problems that require nuanced instruction, you
• will contact clients via phone and/or provide clear, written instructions and technical manuals where necessary.
• To be qualified for this role, you should have experience or relevant qualifications in the
• field of IT or Software Engineering as well as any of the Microsoft platforms or similar
• certification is a plus. If you’re naturally a helper very dynamic, enjoy assisting people with
• computer issues and are able to explain technical details simply, we’d like to meet you.
• Ultimately, you will be a person our customers trust. They will rely on you to provide
• timely and accurate solutions to their technical problems.
•  

Broad Outline of Duties:

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve systems
• issues
• Following standard procedures for proper escalations of unresolved issues to the
• appropriate internal teams
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and application
• setup
• Ask customers targeted questions to quickly understand the root of the problem
• Track application system issues through to solution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they have
• solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software
• developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or exernal resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritze and manage several open issues at one time
• Follow up with clients to ensure their reported application issues are now fully resolved
• after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients

Education, Training and Experience Requirements:

• Computer skills MS Office, advanced Excel skills
• Good understanding of computer systems, mobile devices and
• other tech products
• Hands-on experience with Windows / Mac OS environment / MS
• Azure/ Amazon AWS / Windows Server 2012\2016\2019
• Level of Formal Professional
• Education or Training
• Bachelor’s Degree and/or Diploma in IT or similiar
• Proven work experience as a Technical Support Engineer, Desktop
• Support Engineer, IT Help Desk Technician or similar role
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk
• software
• Ability to provide step-by-step technical help, both written and
• verbal
• Additional certification in Microsoft, Linux, Cisco or similar
• technologies is a plus
• Basic MS SQL knowledge
• Ability to work under pressure
• Previous Team Leader experience – managing a small team