Tech Support Engineer

Nicosia, Cyprus


information-technology

Tech Support Engineer

Nicosia, Cyprus

Our client boasts a global network of brands combining innovative eCommerce platforms and Ad-Tech solutions. 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 business partners (internal, external). You will diagnose and troubleshoot software and hardware problems and help customers.

 

Job Description

  • Research and identify solutions to software and hardware issues
  • resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support
  • Diagnose and troubleshoot technical issues
  • 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
  • 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

Your Profile

  • Proven work experience (at least 3+ years) as a Technical Support Engineer, IT Help Desk Technician or similar role
  • should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus
  • 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
  • Knowledge of scripting languages (Perl, Python or BASH), among others
  • Attention to details and ability to learn quickly
  • 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 customer's trust. They will rely on you to provide timely and accurate solutions to their technical problems
  • 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
  • Experience with E-Commerce or/and Ad-Tech product is a Big advantage

Benefits

  • Medical Coverage
  • Working hours: 9am – 6pm, Monday – Friday

 

HR Innovate is an equal opportunity Recruiting Agency and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. We are committed to protecting your personal data.