Technical Support Personnel (Remote) at COURE Software and Systems Limited

Job Description

• We are looking for a Remote Technical Support Associate to provide enterprise-level assistance to our clients using remote desktop connections to provide immediate support. You will diagnose and troubleshoot software problems and help our clients via emails or phone to provide clear, written instructions and technical manuals.

What we expect from you

• Monitor application to ensure availability and optimal performance
• Connect with customers via phone, email, and chat to provide a personalized help desk experience without scripts
• The primary point of contact for client and partner integration, application service process, issues, and resolution.
• Provides first-level operational support to clients and ensure timely and efficient resolution of IT application-related incidents and service requests.
• Daily monitor real-time status of all Physical Servers, Virtual Machines, applications, services, and network devices as well as bandwidth usage on Site24x7/Grafana dashboard to ensure service availability, optimal performance, and throughput.
• Provide timely communication to clients on the status of their service requests and incidents in-line with the SLA

Requirements

• Proven work experience as a Remote Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
• Familiarity with remote desktop applications and help desk software
• 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
• A Degree in Information Technology, Computer Science, or relevant field