Sr System Support Engineer

Roles

·Address user tickets regarding hardware, software and networking

· Walk customers through installing applications and computer peripherals

· Ask targeted questions to diagnose problems

· Guide users with simple, step-by-step instructions

· Conduct remote troubleshooting

· Test alternative pathways until you resolve an issue

· Customize desktop applications to meet user needs

· Record technical issues and solutions in logs

· Direct unresolved issues to the next level of support personnel

· Follow up with clients to ensure their systems are functional

· Report customer feedback and potential product requests

· Help create technical documentation and manuals

Skills

· Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role

· Hands-on experience with Windows/Linux/Mac OS environments

· Working knowledge of office automation products and computer peripherals, like printers and

scanners

· Knowledge of network security practices and anti-virus programs

· Ability to perform remote troubleshooting and provide clear instructions

· Excellent problem-solving and multitasking skills

· Customer-oriented attitude

· BSc in Computer Science or relevant field

Persona

1. Preferred Industry would be IT, Start-up, Service based organizations.

2. 3-4 years of Desktop Support Engineer, Technical Support Engineer or similar role

3. Any certifications are a plus

4. Excellent communication skills