Position: Technical Support (Engineering)
Company: Locad
Category: Support
Experience required: no_exp
English level: upper

**Technical Support (Engineering) Role:**

- Research and identify solutions to software and hardware issues proactively
- Diagnose and troubleshoot technical issues, including account setup and network configuration for internal and external systems
- Ask customers (e.g. internal staff) targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk customers (e.g. internal staff) 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
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with customers (e.g. internal staff) to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals


**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
Familiarity with remote desktop applications and help desk software (eg. Zendesk)
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
BS degree in Information Technology, Computer Science or relevant field is preferred
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus