We are looking for a technical support engineer who can provide enterprise-level support to customers. You should have the ability to research, diagnose, troubleshoot, and resolve the issues to the clients’ satisfaction. Your responsibilities: • Install, configure, monitor & maintain computer applications & networks • Configure operating systems. • Prioritize and manage the workflow along with resolving issues related to the network • Diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion • Design computer systems to meet requirements of the organization or clients. • Possess the ability to learn and work on changing and emerging technologies. • First point of contact for clients for issues concerning their computer systems and equipment. • Keep track of user’s system issues until they are resolved by adhering to the agreed timelines. • Resolve complex problems, interact with clients through phone, emails or chats and provide unambiguously written instructions or technical manuals. • Follow standard procedures of their organizations to resolve issues by escalating them to the relevant internal departments. • Provide accurate feedback to customers promptly. Ensure proper logging of all issues. • Follow up with clients to make sure their computer systems are functioning properly after troubleshooting. • Document technical knowledge in the knowledge database. • Train people on how to use different types of systems. • Monitor daily performance of technical systems. • Help organizations deploy new software or hardware systems. Skill sets/Experience we require: • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role • Hands-on experience with Windows/Linux/Mac OS environments • Good understanding of computer systems, mobile devices and other tech products • Ability to diagnose and troubleshoot basic technical issues • Familiarity with remote desktop applications and help desk software (eg. Zendesk) • Excellent problem-solving and communication skills • Ability to provide step-by-step technical help, both written and verbal • BS degree in Information Technology, Computer Science or relevant field Pedigree: • Bachelors/Masters in Computer Science, Software Engineering, Information Technology or any other related discipline • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus