Technical Support Engineer

We are currently seeking a skilled and experienced Technical Support Engineer. As a D-Tech Technical Support Engineer, you will be responsible for working with different systems, software, and hardware; providing solutions to customer issues, and following standard procedures to escalate unresolved issues to appropriate internal departments.

Job duties include:

• Monitor and maintain assigned systems and equipment
• Address customer questions and concerns regarding their subscribed products / services.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues in an accurate and timely manner
• Take ownership of customer issues reported and see problems through to resolution
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure proper recording and closure of all issues, and prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA for issues with respect to the severity.

Skills and minimum qualifications:

• Degree in Information Technology, Computer Science / Engineering, or equivalent
• Proven working experience in enterprise technical support, IT support or as a technical engineer (3-5 years’ experience in system engineering and IT support is preferred)
• In-depth knowledge in networked systems (software, network, storage, etc)
• Strong problem-solving skills
• Excellent client-facing skills
• Excellent written and verbal communication skills