IT Tech Support engineer

Ascend HR; Lahore; On-site; PKR 446,400 - 669,600; Full time

Job summary

A leading HR services provider in Pakistan is seeking talented and efficient Customer Technical Support Engineers to assist customers by diagnosing and troubleshooting software and hardware problems. Candidates should possess a BS degree in Information Technology or Computer Science and have proven experience in technical support. Responsibilities include resolving customer issues, preparing reports, and documenting knowledge in tech notes. Strong problem-solving abilities and excellent communication skills are essential for this role.

Qualifications

• Proven working experience in enterprise technical support, IT support, or as a technical engineer.
• In-depth knowledge in the product that the technician is supporting.
• Strong problem-solving skills.
• Excellent written and verbal communication skills.

Responsibilities

• Provide assistance, diagnose, and troubleshoot software and hardware problems.
• Take ownership of customer issues reported and see problems through to resolution.
• Prepare accurate and timely reports and document knowledge.

Skills

Technical Support

Problem-solving

Communication skills

Education

BS degree in Information Technology

BS degree in Computer Science

Job description

We are looking for talented and efficient customer Technical Support Engineers who will provide assistance, diagnose and troubleshoot software and hardware problems to provide assistance to our customers. They should possess a BS degree in Information Technology, Computer Science or equivalent. People who can take ownership of problems and research, diagnose, troubleshoot and identify solutions to resolve customer issues. They should be able to follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. They should provide prompt and accurate feedback to customers and ensure proper recording and closure of all issues. Preparing accurate and timely reports and documenting knowledge in the form of knowledge base tech notes and articles is also a prerequisite

Preferred Requirements:

• BS degree in Information Technology, Computer Science or equivalent
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the Service Level Agreement for issues with respect to the severity.

Skills & Experience

• Proven working experience in enterprise technical support, IT support or as a technical engineer
• In-depth knowledge in the product that the technician is supporting.
• Strong problem-solving skills
• Excellent written and verbal communication skills