Technical Engineer

About this position

Responsibilities

• Customer Support:
       - Provide prompt and professional technical support to customers via phone, email, or chat.
       - Diagnose and troubleshoot technical issues related to hardware, software, and networking.
       - Guide customers through step-by-step solutions, ensuring clear and understandable communication.
• Issue Resolution:
- Identify, analyze, and resolve customer issues in a timely manner.
- Escalate complex problems to appropriate teams when necessary, while maintaining ownership until resolution.
- Document issues, solutions, and best practices in the knowledge base for future reference.
• Product Expertise:
- Stay updated with the latest product information and industry trends.
- Provide feedback to the product development team on common customer issues and potential product improvements.
- Assist in testing new features or updates to ensure smooth customer experience.
• Training and Education:
- Conduct training sessions for customers or internal teams on product usage and troubleshooting techniques.

Requirements

• Bachelor’s Degree or higher in Computer Science, Computer Engineering, Information Technology, Telecommunication or Computer related field
• Have a certificate CCNA, CCNP or HCIE
• Have the ability to be a trainer for the sales team.
• Proven experience in a technical support or customer service role.
• At least 3 years’ experience of computer systems, networks, and software applications.
• Excellent problem-solving skills and attention to detail.
• Ability to explain technical concepts to non-technical users.
• Strong communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Customer-focused with a proactive attitude towards solving problems.