Technical Support Engineer

4 weeks ago

Cebu City, Philippines Tahche Outsourcing Services Inc Full time
About the job: Technical Support Engineer

Our US Partner Client is a rapidly growing technology solutions provider focusing on Cloud, Cyber Security, Networking, Disaster Recovery, and Managed Services.

As a Technical Support Engineer , you will be responsible for remote client support, with occasional onsite support, involving heavy interaction with end-users in diverse computing environments.

This is a full-time role , on a US shift , with a work in the office setup.

If you possess the right skills, this could be your opportunity to join a fast-growing organization.

DUTIES AND RESPONSIBILITIES:

  • Handle diverse computing environments across various business clients.
  • Analyze and document unfamiliar client/server network environments and assess quick resolution paths.
  • Perform rapid analysis of workstation incidents to determine root causes.
  • Set appropriate client expectations during troubleshooting.
  • Use suitable software utilities and vendor-specific tools to resolve customer incidents efficiently.
  • Monitor the Remote Service Center (RSC) Service Board for new service tickets.
  • Prioritize and escalate tickets following best practices.
  • Communicate troubleshooting steps and resolutions clearly, avoiding technical jargon.
  • Resolve incidents related to: Mail/Office 365 issues, client/server connectivity, VIP workstation incidents, file restores, remote access (Citrix, Terminal Services), password resets, networked printer issues.

Qualifications:

  • 3-5 years of solid desktop support experience.
  • Knowledge of mobile device configurations and troubleshooting.
  • Experience with installing, troubleshooting, and customizing Microsoft Office, including Outlook.
  • Hardware troubleshooting experience.
  • Knowledge of Active Directory.
  • Strong problem-solving and task prioritization skills.

Preferred Technical Knowledge:

  • In-depth knowledge of Windows OS (7, 8.1, 10, etc.).
  • Experience with Windows Server.
  • Experience with monitoring and remote management tools.
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