Technical Support Engineer – IT Solutions Provider

SUMMARY:
IT/Technical Support Engineer - Enterprise Customers

POSITION INFO:

Our client, a well-established IT solutions provider based in the Northern suburbs of Johannesburg, is seeking a Technical Support Engineer to provide enterprise-level technical assistance to customers. The successful candidate will be responsible for diagnosing and troubleshooting software and hardware issues, resolving technical problems within agreed time limits, and delivering timely and accurate support across a range of customer environments.

This role includes providing remote and onsite support, configuring operating systems, resolving network-related issues, and ensuring that technical problems are properly logged, managed, escalated, and followed through to resolution. The position requires a customer-focused professional who is able to communicate technical information clearly, maintain strong client relationships, and provide a consistently high standard of service.

Key Responsibilities:

• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve software and hardware issues.
• Diagnosing and troubleshooting technical issues, including account setup and network configuration.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Tracking computer system issues through to resolution within agreed time limits.
• Guiding clients through a series of actions, either via phone, email or chat, until a technical issue is resolved.
• Providing prompt and accurate feedback to customers.
• Referring to internal databases or external resources to provide accurate technical solutions.
• Ensuring all issues are properly logged.
• Prioritising and managing several open issues at one time.
• Following up with clients to ensure their IT systems are fully functional after troubleshooting.
• Preparing accurate and timely reports.
• Documenting technical knowledge in the form of notes and manuals.
• Maintaining positive relationships with clients.
• Going onsite to assist customers as required.

Remuneration:

Market-related salary depending on qualifications and experience

Qualifications:

Relevant degree and certifications in Microsoft, VMWare, HP, Dell and Sophos.

Experience Required:

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or in a similar role.
• Hands-on experience with Windows, Linux and Mac OS environments.
• Experience diagnosing and troubleshooting basic technical issues.
• Familiarity with remote desktop applications and help desk software.
• Experience providing both remote and onsite technical support.

Skills & Competencies:

• Good understanding of computer systems, mobile devices and other technology products.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical assistance, both written and verbal.
• Ability to explain technical details clearly and simply.
• Strong customer service orientation.
• Ability to manage multiple open issues and priorities effectively.
• Able to build and maintain strong client relationships.