Technical Support Engineer at DreamWorks Integrated System Limited

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 on computers and mobile devices.

Responsibilities

• Research and identify solutions to software and hardware issues on computers and phones
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• 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)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals.

Requirements

• At least 5 years work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• At least National Diploma (OND) in Information Technology, Computer Science or relevant field
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• 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