First Line Technical Support Engineer at Flare Emergency Response

Responsibilities

• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask users/customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk users/clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to relevant parties
• 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
• Maintain clear communications and relationships with clients and prioritize client/user satisfaction through speedy issue resolution

Requirements

• Exceptional attention to detail & consistency in work/delivery
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Good understanding of computer systems, mobile devices, device management, and other tech products
• Tech savvy / ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software
• 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