Diagnose and troubleshoot software and hardware problems
Help customers install applications and programs
Resolve network issues, configuring operating systems and using remote desktop connections to provide immediate support
Use email and chat applications to give clients quick answers to simple IT issues
Contact clients via phone and/or provide clear, written instructions and technical manuals for complex problems
Track 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
Prepare accurate and timely reports
Maintain jovial relationships with clients

Associate Support Engineer

Key skills