Qualifications:

•  7 to 8 years of experience in handling a team of IT professionals as AM or Manager in BPO healthcare or at least BPO company


•  Hands-on experience with Windows/Mac OS environments


• Good understanding of computer systems, mobile devices and other tech products.

Job Brief

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers.

You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions

and technical manuals.

To be qualified for this role, you should hold a degree in a relevant field Experience, like Computer

Science, IT is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and are able

to explain technical details simply, we’d like to meet you.

Ultimately, you will be a person our customer trust. They will rely on you to provide timely and accurate

solutions to their technical problems.

Responsibilities

• Research and identify solutions to software and hardware issues.


• Diagnose and troubleshoot technical issues, including account setup and network configuration.


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


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


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


•  Properly escalate unresolved issues to appropriate internal teams (e.g. Next Level Team)


•  Provide prompt and accurate feedback to customers.


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


• Ensure all issues are properly logged.


•  Maintain logs of downtime, repair and meter charges


•  Prioritize and manage several open issues at one time.


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


•  Prepare accurate and timely reports.


•  Document technical knowledge in the form of notes and manuals


•  Maintain jovial relationships with clients.