Technical Support Engineer at Vantage Advisory

Job Overview

• We are looking for a Technical Support Engineer for one of our partner businesses. You will provide technical assistance to the staff, diagnose, troubleshoot software and hardware problems, and help to install applications and programs.

Responsibilities and Duties

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers (internal and external) 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. software developers)
• Refer to internal database or external resources to provide accurate tech solutions
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients

Qualification and Skills

• Knowledge/work experience as a Technical Support Engineer, Desktop Support Engineer 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
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• B.Sc Degree in Information Technology, Computer Science or relevant field
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.