Technical Support Engineer

2 hours ago

Manila, National Capital Region, Philippines Xymbolic IT Solutions Provider Corporation Full time ₱300,000 - ₱500,000 per year

JOB SUMMARY

A Technical Support Engineer, also known as an IT support engineer, helps in resolving technical issues within different components of computer systems, such as software, hardware, and other network-related IT related problems.

DUTIES & RESPONSIBILITIES

1. Diagnose and troubleshoot technical issues

2. Install and configure computer systems and applications.

3. Ask customers targeted questions to quickly understand the root of the problem.

4. Respond to customer inquiries and assist in troubleshooting and resolving challenges.

5. Track computer system issues through to resolution, within agreed time limits

6. Talk clients through a series of actions, either via phone, email, or chat, until they have solved a technical issue.

7. Act as the initial point of contact for all computer and system related concerns from clients or other employees

8. Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)

9. Provide prompt and accurate feedback to customers.

10. Refer to internal database or external resources to provide accurate tech solutions.

11. Ensure all issues are properly logged.

12. Prioritize and manage several open issues at one time.

13. Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

14. Prepare accurate and timely reports.

15. Document technical knowledge in the form of notes and manuals

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