Support Engineer

Responsibilities:

• Provide technical support service via phone, email, and other channels as required to clients.
• Follow standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Ensure proper follow-up and closure of all pending tickets.
• Interact with customers to provide and process information in response to complaints and inquiries.
• Escalate cases to another unit and follow up on the case. Ensuring incidents are documented in a professional manner using the available Customer Relationship Management (CRM).
• Respond to client complaints properly and professionally.
• Should maintain a high level of personal responsibility.
• Abide by and apply the rules and regulations of the department and the company as a whole.
• Responsible for achieving any assignment given.
• Keeping up to date with departmental and company notifications via Emails, notice boards, and other mediums.

Requirements:

• 1+ years of work experience.
• A previous experience in a support or IT department.
• Investigate and troubleshoot customer problems by analyzing bandwidth graphs and packet loss.
• Basic routing & switching knowledge.
• Basic RF knowledge.
• Ability to resolve problems remotely.
• Interpersonal relationship.
• Maintain good communication and interaction with customers and colleagues.
• Self-learner.
• Communication skills, both verbal and written.
• Good verbal and writing skills in English are mandatory.