Technical Support Engineer - Software & Network Experience Required

Recruiter:

ICT Engage

Job Ref:

ZR_98_JOB

Date posted:

Monday, December 2, 2024

Location:

Johannesburg, South Africa

Salary:

Negotiable based on experience

SUMMARY:
We are looking for a Technical Support Engineer who thrives in a client-facing environment to join dynamic software company focused on delivering innovative productivity and management solutions.

POSITION INFO:

Key Responsibilities

Provide technical support to clients, ensuring timely resolution of software and network-related issues.
Deploy and manage software using Remote Monitoring and Management (RMM) systems like Atera, Ninja One, or Microsoft Intune.
Use Group Policy Objects (GPO) to manage configurations and policies across networks.
Diagnose and troubleshoot network and connectivity issues, providing effective solutions to maintain smooth client operations.
Ensure clear, professional communication with clients through written and verbal channels.
Collaborate with internal teams to continuously improve product support processes.
Ensure customers receive high-quality service and have positive interactions at every stage of their journey.
Develop and execute strategies to enhance the customer experience.
Oversee customer support efforts to ensure timely and satisfactory resolutions to issues.
Act as the voice of the customer within the organisation and advocate for customer''''s needs and expectations in decision-making processes.

Required Skills & Experience

2+ years of experience in a client-facing technical support role.
Strong knowledge of Windows Operating Systems and troubleshooting tools.
Familiarity with networking principles and remote communication protocols.
Excellent problem-solving skills and the ability to work independently under pressure.
Proficiency in written and verbal communication.

Preferred Skills

Experience with Apple and Linux systems is a plus but not essential.
T-SQL knowledge will be an advantage.

Benefits

In-office position with the opportunity to work 1-2 days from home, depending on performance.

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