Thinc Forward

Support Engineer

• Handle all incoming support calls, emails, and verbal communications as the first line of support for all reported issues
• 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
• 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
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals
• Troubleshoot servers, VM, firewalls, network outages
• Handle Tier 1 and Tier 2 tech support calls
• Other duties as assigned

IT Support Engineer