Technical support engineer job description
Our customers trust Enpass Technology because of our high-quality products. We’re looking for a technical support engineer to join our team: a skilled professional who can identify and troubleshoot the issues customers may encounter. This role will respond to internal and external software and hardware challenges and aid in developing a knowledge base for other engineers and technical staff to draw on in the future. This person will take charge of fixes, debugging, and upgrades, and continue to develop their technical skills to better serve the needs of the company and its customers.
Objectives of this role
- Ensure operational excellence
- Meet targets for response time and customer satisfaction
- Continually improve knowledge of industry
- Help create and maintain knowledge database
- Explain technical concepts to stakeholders
- Develop ideas to improve on product offerings
Responsibilities
- Perform fixes on all hardware
- Debug applications and implement upgrades
- Troubleshoot network connectivity issues
- Assist with issues on back-end software
- Find replacements for aging hardware
- Document all fixes and investigations
Skills and qualifications
- Excellent programming skills
- Ability to troubleshoot complex problems
- Experience with industry-standard tech
- Strong lateral-thinking skills
- Ability to work independently
- Capacity to identify underlying issues if unclear
Preferred qualifications
- Team-focused attitude
- Familiarity with SQL
- Knowledge of firewalls and networking
- High level of technical aptitude
- Strong communication and presentation skills
- Desire to learn and develop new skills