Product / Technical Support Job in Kido

Description

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our employees. You will diagnose and troubleshoot software and hardware problems and help our employees 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.

Ultimately, you will be a person our 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, including account setup and network configuration
• Track computer system issues through to resolution, within agreed time limits
• Talk through a series of actions, either via phone, email or chat, until theyve solved a technical issue
• Properly escalate unresolved issues to appropriate internal/outsourced teams
• Provide prompt and accurate feedback to staff/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 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
• Guiding parents/team on solving tech issues.
• Coordinating with tech partners on solving issues faced by parents/team

Requirements