Job Description:
Aether Intelligence Inc. is in search of a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. The 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.Key Responsibilities:
- Research and identify solutions to software and hardware 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.
- 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.
Skills and Qualifications:
- 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.
- Excellent problem-solving and communication skills.
- BS degree in Information Technology, Computer Science, or relevant field.
- Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus.
What We Offer:
- Competitive salary.
- Health insurance.
- Paid time off.
- Career development opportunities.
- Work from home opportunities.
- Supportive team environment.
Application Process:
Interested applicants are invited to send a resume highlighting relevant experience, a cover letter detailing why you are a perfect match for this role, and any certifications that attest to your skill set.