Loadbalancer.org

Support Engineer

• Respond to tickets in the helpdesk.
• Diagnose and troubleshoot technical issues.
• Ask targeted questions to understand the root of the problem quickly.
• Handle issues in the helpdesk through to resolution, within agreed time limits.
• Communicate with clients through a series of actions, either via phone, email, or chat, until they resolve a technical issue.
• Appropriately escalate unresolved issues to the appropriate internal teams (e.g. software developers).
• Provide prompt and accurate feedback to customers.
• Refer to the internal database or external resources to provide accurate tech solutions.
• Work with colleagues to jointly investigate issues and share knowledge that may help achieve a resolution.
• Record all issues properly.
• Prioritise and manage multiple open issues simultaneously.
• Document technical knowledge in the form of notes and manuals.
• Maintain jovial relationships with clients.

Technical Support Consultant