IT Support Engineer - Onsite

3.00 to 7.00 Years Dubai, United Arab Emirates 22 Nov, 2021

Responsibilities?

??????Address user tickets regarding hardware, software, and networking.
??????Taking ownership of customer issues reported and seeing problems through to resolution.
??????Diagnose and troubleshoot technical issues, including account setup and network configuration
??????Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
??????Ask customers targeted questions to quickly understand the root of the problem.
??????Reach client locations before the scheduled time.
??????Test alternative pathways to resolve the issue before escalating it to the technical manager.
??????Effectively communicate client feedback or details on next steps of action with the account managers after the site visits.
??????Co-ordinate with the internal teams to reach a resolution and share timely updates to the clients
??????Talk clients through a series of actions, either via phone, email, or chat, until they have solved a technical issue.
??????Properly escalate unresolved issues to appropriate internal teams.
??????Refer to internal database or external resources to provide accurate tech solutions.
??????Report customer feedback and potential product requests to the relevant department.
??????Record technical issues and solutions in logs.
??????Maintain jovial relationships with clients.
??????Help create technical documentation and manuals.
??????Stay updated with the latest technologies, product launches and industry trends.

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