Technical Support Engineer

• Install and configure software and hardware
• Set up accounts and workstations
• Provide technical support to staff and customers according to established SLAs
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues through a tracking system
• Document knowledge in the form of knowledge base technical notes and articles
• Provide effective installation and commissioning services, technical product training and on-site support, as required
• After hours and weekend work may be required on rare occasions

• Understanding of internet technologies such as DNS, HTTP, FTP, Firewalls, Proxies, Client/Server architecture, Webhooks, etc.
• Understanding of JSON/XML data structures and relational databases
• Experience working with web applications, APIs, and web services
• Must possess a thorough understanding of PC hardware and software configurations, including printer and network setup and configuration
• Resourcefulness and problem-solving aptitude
• Excellent written and verbal communication skills
• Strong interpersonal skills and ability to establish rapport to both customers and colleagues while maintaining integrity and honesty
• Strong organisation and prioritisation skills
• Ability to work independently and multi-task
• Ability to function in a fast-paced, demanding environment
• Ability to communicate and coordinate between teams
• Enthusiasm and aptitude for learning new skills and practices
• Experience to build strong partnerships with stakeholders both internal and external