Technical Support Engineer

Key Skills: Technical Support, L1 Support, Troubleshooting, Windows & macOS Support, Ticketing Tools, Customer Support

Roles & Responsibilities:

• Provide Level 1 technical support to end users for computer-related hardware, software, and application issues.
• Take ownership of customer-reported issues and respond promptly to ensure customer needs and service expectations are met.
• Diagnose, research, and troubleshoot system issues, identifying effective solutions or workarounds.
• Escalate complex or unresolved issues through defined support channels while ensuring proper documentation.
• Follow up with customers to confirm resolution within agreed service levels.
• Log, track, and update all customer inquiries in the ticketing system, maintaining accurate case histories and documentation.
• Identify, evaluate, and prioritize incidents and service requests to ensure timely resolution...