IT Technical Support Engineer

Responsibilities:

• Resolves problems with customers via telephone email or chat sessions using basic technical product knowledge and interpersonal skills.
• Troubleshoots problems with appropriate applications, products and vendors.
• Identifies and documents customer issues, and escalates as directed.
• Develops an understanding of multiple applications and platforms.
• Communicates basic technical solutions to customers using effective communication, listening and comprehension skills.
• Diffuses upset customers fully documents customer interactions in real-time
• Solves problems within defined quality standards using a basic understanding of products, solutions, and customer environments
• Identifies and escalates complex problems under direct supervision
• Works on a limited variety of problems of limited scope using defined procedures and practices
• Collaborates with fellow technicians and supervisor to ...