Technical Support Engineer

Job description

Neolians are looking for a Technical Support Engineer to extend existing team in order to have 24/7 services.

 Technical Support Engineer will provide enterprise-level assistance to our customers.     

 You will diagnose and troubleshoot software and hardware problems and help our partners  install applications and programs.

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.

You will use email and chat applications to give clients quick answers to simple IT issues.

For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

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 our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems system support engineer.

Job requirements

Responsibilities: 

Research and identify solutions to software 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

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 jovial relationships with clients

Requirements

Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

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

Degree in Information Technology, Computer Science or relevant field

Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

Is fluent in both French & English (spoken and written)  

Is available for a 24/7 rotating shift (48 H/week) including weekends and holidays

Perks of working at neolians:

Work with the latest tools and technologies alongside seasoned veterans in the industry

Complete training and on boarding for all new employees

Multiple performance bonuses to encourage top performers

We help you stay fit by refunding 50% of your hobbies (sport, dance, music …).

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Insurance Group.

Motivating package salary .