Position: Business Application Support Engineer
Company: turnkey-lender.com
Category: Support
Experience required: 2y
English level: upper

Requirements:
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician 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.
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
Experience in software testing and testing methodology.
Experience in using databases in projects (desired MS SQL).
Experience in SOA (Service-Oriented Architecture) testing.
Experience in using supporting tools (sniffers, Postman, Soap UI, etc).
BS degree in Information Technology, Computer Science or relevant field.

Responsibilities:
Research and identify solutions to software and hardware issues.
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).
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.
Prepare accurate and timely reports
Build relationships with clients and communicate with customers via Help Desk.
Track and resolve customer questions and issues.