Senior System Engineer

Senior System Engineer - Confidential

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Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask 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)
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

Qualification:

BS degree in Information Technology, Computer Science or relevant field problem-solving and negotiation skills
MS Office, In Page knowledge
Ability to diagnose and troubleshoot basic technical issues