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Position Details
Reference No.
108103
Title
Technical Support Engineer VAC-18758M
Employment Type
Full Time
Available Positions
1
Location(s):
Nicosia
Posted On:
21/02/2020
Contact Details
Company
StaffMatters Recruitment Specialists
Contact Person
Administration Team
Address
Nicosia
Nicosia
Phones
25341383
Email
admin@smstaffmatters.com
Job Description

This technology company in Nicosia belongs to a group of very innovative companies. They are developing their platform and they are growing rapidly. They are looking for a Technical Support Engineer to provide enterprise-level assistance to customers and for business partners (Internal, external).

You will diagnose and troubleshoot software and hardware problems and help customers. Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use Phone, email and chat applications to give clients quick answers to simple IT issues or for more complex problems that require nuanced instruction.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you. Ultimately, you will be a person customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities:
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues,
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
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
Ensure all issues are properly logged
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
Maintain excellent relationships with clients
Document technical knowledge in the knowledge database
Engineers also train people on how to use different types of systems
Monitor daily performance of technical systems

Requirements:
Proven work experience (at least 2+ years) as a Technical Support Engineer, IT Help Desk Technician or similar role
Familiarity and experience with various OS environments and networking
Excellent interpersonal, presentation and communication skills – verbal & written
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
An extensive understanding of computer systems, networks, mobile devices, and other technological equipment
Attention to details and ability to learn quickly
Ability to travel abroad from time to time
Familiarity with remote desktop applications
Familiarity with help desk software (eg. Zendesk)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal

Advantage:
BS degree in Information Technology, Computer Science or relevant field or Software Engineering
Microsoft, Cisco, Linux or similar certification
Knowledge of scripting languages (Perl, Python or BASH)
Experience with E-Commerce or/and Ad-Tech product

Working hours: Monday – Friday : 9:00 – 18:00
Require to be part of the On call team rotation (outside working hours)

We offer:
Competitive salary
Medical insurance
A challenging job in a fast-developing, international E-commerce company
Healthy and friendly work environment where you can thrive and develop your skills
Possibilities for career advancement