Technical Support Engineer - Snapp Box

Job description

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers and Bikers.

You will diagnose and troubleshoot software and hardware problems and help our customers and Bikers install applications and programs.

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.


• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers and Bikers targeted questions to quickly understand the root of the problem
• Track computer and Mobile 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)
• 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

Requirements

-BSc/BA in IT, Computer Science or relevant fields

-At least two years of previous technical support experience required

-Familiar with SQL Server

-Familiar with the concepts of web service and database

-Familiar with the RESTful API

-Fluent in service testing tools such as Postman

-Ability to work with data monitoring and analysis software

-Professional written and interpersonal skills, problem-solving and decision-making ability

-Focus and accuracy in rooting cause errors

-Familiar with Agile Scrum

-Familiar with JIRA