L2 Technical Support - 947

at  Wakapi

REQUIREMENTS:

• BS degree in Information Technology, Computer Science or relevant field.
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, Help Desk Technician or similar role.
• Hands-on experience with Windows/Linux environments.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop applications and help desk software (eg. Zendesk).
• Excellent problem-solving and communication skills.Ability to provide step-by-step technical help, both written and verbal.
• 
  Wakapi Web

THE ROLE:

We are looking for an Technical Support to provide enterprise-level assistance to our “DG” customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

RESPONSIBILITIES:

• Researching and identify solutions to software and hardware issues.
• Diagnosing and troubleshooting technical issues, including account setup and network configuration.
• Asking customers targeted questions to quickly understand the root of the problem.
• Tracking computer system issues through to resolution, within agreed time limits.
• Talking clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Properly escalating unresolved issues to appropriate internal teams (e.g. software developers).
• Providing prompt and accurate feedback to customers.
• Referring to internal database or external resources to provide accurate tech solutions.
• Ensuring all issues are properly logged.
• Prioritizing and managing several open issues at one time.
• Following up with clients to ensure their systems are fully functional after troubleshooting.
• Preparing accurate and timely reports.
• Documenting technical knowledge in the form of notes and manuals.Maintaining jovial relationships with clients.