Entry Level Technical Support Engineer

Summary Of Position

Technical Support Engineer provides enterprise-level assistance to our customers. They are responsible for diagnosing and troubleshooting software and hardware problems and help our customers install applications and programs...

Duties & Responsibilities
? Using email and chat applications, provide answers to simple IT issues. For more complex problems that require nuanced instruction, direct contact with clients via phone and/or written instructions and technical manuals.
? Own reported customer issues ensuring problems are resolved through to resolution
? Research, diagnose, troubleshoot and identifying solutions to resolve system issues
? Follow standard procedures for proper escalation 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 network configuration
? Ask customers targeted questions to quickly understand the root of the problem
? Track computer 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. software developers)
? Provide prompt and accurate feedback to customers
? Refer to internal database or external resources to provide accurate tech solutions
? Ensure all issues are properly logged
? Prioritize and manage several open issues at one time
? Follow up with clients to ensure their IT systems are fully functional after troubleshooting
? Prepare accurate and timely reports
? Document technical knowledge in the form of notes and manuals
? Maintain collegial relationships with clients
? Live by the standards set by the Verisma Core Values and ensure that business is transacted accurately and with the highest ethical standards.

Minimum Qualifications
? Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
? Hands-on experience with Windows/Linux/Mac OS environments
? Understanding of computer systems, mobile devices and other tech products
? Ability to diagnose and troubleshoot basic technical issues
? Familiarity with remote desktop applications and help desk software (eg. Zendesk)
? Excellent problem-solving and communication skills
? Ability to provide step-by-step technical help, both written and verbal
? Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

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