SII Romania


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Technical Support Engineer with English

Who we are:
    Open-minded intellectuals who embrace emerging technologies on our mission to create innovative IT and Engineering solutions that will impact millions of users around the world.

We are looking for:
    A customer-centric Technical Support Engineer with very good English skills. You will provide enterprise-level assistance to our customers and partners, while working with various support tools.

What you will do:
  • 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 have solved a technical issue;
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers);
  • 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;
  • Prepare accurate and timely reports;
  • Document technical knowledge in the form of notes and manuals;
  • Maintain an affable relationship with clients.

What you must have:
  • 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 (e.g. Zendesk);
  • Excellent problem-solving and communication skills;
  • Ability to provide step-by-step technical help, both written and verbal;
  • BS degree in Information Technology, Computer Science or relevant field;
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.

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