Technical Support Engineer at PiggyTech Global Limited ("PiggyVest”)

About the Technical Support Engineer Role

• We are looking to hire a dedicated Technical Support Engineer to ensure our customers technical queries are resolved promptly.
• In this role, your duties will include assisting customers with application installations, resolving queries via our desktop support solutions, and escalating serious issues to the engineering team.
• To ensure success in this role, you should exhibit extensive experience in providing technical support to customers in a fast-paced setting.

Responsibilities

• Take ownership of customer issues reported and see problems through to resolution.
• Research, diagnose, troubleshoot and identify solutions to resolve hardware, networking, and software issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Respond to technical support tickets.
• Prepare accurate and timely reports.
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA for issues with respect to the severity.
• Attend meetings with providers to analyze, troubleshoot and diagnose problems
• Actively update, maintain and monitor all aspects of computer networks
• Install and configure computer systems and applications within the company
• Complete detailed reports listing requests for technical assistance steps taken to resolve them, and the specific dates/individuals involved
• Assist management in creating training materials pertaining to computer or software troubleshooting and usage.
• Act as the initial point of contact for all computer, software, hardware, provider, and system-related concerns from users or other employees.
• Proposing simple and effective solutions.
• Providing basic software training.

Requirements

• At least 2 years experience in Customer service.
• 1 year Engineering experience.
• Good knowledge of Engineering concepts.

Benefits

• PiggyVest is a flexible employer.
• Competitive salary and attractive benefits.