IT Support Engineer

We are looking for a IT Support Engineer to provide enterprise-level assistance to our customers. Responsibilities: Research and identify solutions to software and hardware issues Diagnose and troubleshoot technical issues, including account setup and network configuration Ask customers targeted questions to quickly understand the root of the problem Track computer system issues through to resolution, within agreed time limits Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) Provide prompt and accurate feedback to customers Refer to internal database or external resources to provide accurate tech solutions Prioritize and manage several open issues at one time Follow up with clients to ensure their IT systems are fully functional after troubleshooting Prepare accurate and timely reports Document technical knowledge in the form of notes and manuals Requirements and skills: Hands-on experience with Windows/Linux/Mac OS 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