Job Description
Job Highlights:
- Company: Workwarp
- Compensation: a competitive salary
- Start Date: Immediate openings available
- Position: Entry Level Technical Support Engineer
- Location: Remote
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Summary Of PositionTechnical 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
รย 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.
รย Own reported customer issues ensuring problems are resolved through to resolution
รย Research, diagnose, troubleshoot and identifying solutions to resolve system issues
รย Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
รย Research and identify solutions to software and hardware issues
รย Diagnose and troubleshoot technical issues, including account setup and network configuration
รย Ask customers targeted questions to quickly understand the root of the problem
รย Track computer system issues through to resolution, within agreed time limits
รย Talk clients through a series of actions, either via phone, email or chat, until theyรยve
รย solved a technical issue
รย Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
รย Provide prompt and accurate feedback to customers
รย Refer to internal database or external resources to provide accurate tech solutions
รย Ensure all issues are properly logged
รย Prioritize and manage several open issues at one time
รย Follow up with clients to ensure their IT systems are fully functional after troubleshooting
รย Prepare accurate and timely reports
รย Document technical knowledge in the form of notes and manuals
รย Maintain collegial relationships with clients
รย 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
รย Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
รย Hands-on experience with Windows/Linux/Mac OS environments
รย Understanding of computer systems, mobile devices and other tech products
รย Ability to diagnose and troubleshoot basic technical issues
รย Familiarity with remote desktop applications and help desk software (eg. Zendesk)
รย Excellent problem-solving and communication skills
รย Ability to provide step-by-step technical help, both written and verbal
รย Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
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