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  • Posted: Feb 19, 2020
    Deadline: Not specified
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    Established in 1979 by career development expert, Richard Knowdell, the Network is an international non-profit association of career practitioners who work with youth and adults in job or career transition. Network members work in higher education, business organizations, government agencies, social service agencies, outplacement consulting firms and private...
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    Technical Support Engineer

    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

    Method of Application

    Interested and qualified? Go to The Career Network on www.linkedin.com to apply

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