FENG GROUP Hiring for Technical Support Engineer (Junior) Job at...

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One of our clients from a leading firm is looking for a Technical Support Engineer who will be responsible for providing enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. Your responsibilities include resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues.

Tasks
• 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 recorded;
• 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 pleasant relationships with clients;

Requirements
• Bachelor’s degree in Information Technology, Computer Science or relevant field;
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role would be preferred;
• Hands-on experience with Windows/Linux/Mac OS environments;
• Good 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;

Interested? Join us now