Position: Technical Support (Troubleshooting) Engineer (Level 2 support)
Company: conceptsoft.io
Category: Support
Experience required: 1y
English level: fluent
Published: 2021-02-01T00:00:00+02:00

**Responsibilities**
* Research and identify solutions to software issues
* Diagnose and troubleshoot technical issues, including account setup and configuration
* Ask customers targeted questions to quickly understand the root of the problem
* 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
* Ensure all issues are properly logged
* 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 user guides


**Requirements**
* Work experience as a Technical Support Engineer
* Hands-on experience with Microsoft 365 and Azure products (would be a plus)
* Good understanding of support processes and customer’s experience
* Ability to diagnose and troubleshoot technical issues
* Familiarity with remote desktop applications and help desk software 
* Excellent problem-solving and communication skills (English)
* Ability to provide step-by-step technical help, both written and verbal