Talk Straight Group

Support Engineer

• Respond promptly to incoming support requests via phone, email, and ticketing systems.
• Diagnose and troubleshoot technical issues.
• Provide clear and effective solutions or escalate complex issues to second-line support as needed.
• Guide customers through step-by-step resolutions and ensure their issues are resolved satisfactorily.
• Perform routine checks and maintenance on customer equipment to prevent issues.
• Accurately document all customer interactions, issues, and resolutions in the support system.
• Maintain up-to-date knowledge base articles and support documentation.
• Provide feedback on recurring issues to help improve products and services.
• Work closely with second-line support, network engineers, and other departments to resolve complex technical problems.
• Participate in team meetings and contribute to continuous improvement initiatives.

First Line Support Engineer