Application Support Engineer

 RESPONSIBILITIES :

* Research and identify solutions to issues
* Diagnose and troubleshoot technical issues
* Properly escalate issues to appropriate internal teams (e.g. L2 and L3)
* Ask customers targeted questions to quickly understand the root of the problem
* 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
* Prepare accurate and timely reports
* Document technical knowledge in the form of notes and manuals

Requirements and skills –

* Hands-on experience with Windows/Linux/Mac OS environments
* Good understanding of computer systems
* Familiarity with remote desktop applications and help desk software (eg. Zendesk)
* Excellent problem-solving and communication skills
* Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus