Technical Support Engineer I

Verisma is a company that provides enterprise-level assistance to its customers. The Technical Support Engineer I is responsible for diagnosing and troubleshooting software and hardware problems, helping customers install applications and programs, and resolving network issues.

Responsibilities:

• Using email and chat applications, provide answers to simple IT issues. For more complex problems that require nuanced instruction, direct contact with clients via phone and/or written instructions and technical manuals
• Own reported customer issues ensuring problems are resolved through to resolution
• Research, diagnose, troubleshoot and identifying solutions to resolve system issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• 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
• Talk 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 customers
• 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
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain collegial relationships with clients
• Live by the standards set by the Verisma Core Values and ensure that business is transacted accurately and with the highest ethical standards

Requirements:

• High school diploma or equivalent, bachelor's degree in IT or related field preferred
• Up to 3 years proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Zendesk)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus