Technical Support Engineer - Aqua Science & Technology Ltd

Support engineer in technical intervention

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
• Talk to clients & operators 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
• Provide prompt and accurate feedback to managers and 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 systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals.

Requirements