Support Engineer

Role Overview

BlackStone eIT seeks a Support Engineer to join its growing team. You will assist clients by addressing their technical issues efficiently and effectively, playing a crucial role in maintaining high customer satisfaction through expertise and dedication to support.

Role Purpose

Deliver exceptional technical support to clients by resolving hardware and software issues, troubleshooting problems, and providing guidance on system configurations, installations, and updates to ensure high customer satisfaction.

Key Responsibilities

Technical Support & Troubleshooting

• Deliver exceptional technical support to clients by resolving hardware and software issues.
• Analyze and troubleshoot technical problems, documenting solutions for future reference.
• Provide guidance on system configurations, software installations, and updates.

Documentation & Knowledge Management

• Maintain and update support documentation to ensure accuracy and ease of use.

Customer Engagement & Training

• Train customers on using products effectively and address any concerns promptly.
• Collaborate with product teams to relay customer feedback and suggest enhancements.

Team & Process Improvement

• Participate in team meetings and contribute to continuous improvement initiatives.

Qualifications & Experience

• Degree in Computer Science, Engineering, or a related field.
• Minimum of 2 years of experience in technical support or help desk roles.
• Proficiency in troubleshooting Windows, Linux, and Mac OS systems.
• Familiarity with networking concepts and technologies (TCP/IP, DNS, DHCP).
• Experience with ticketing systems and customer relationship management software.
• General knowledge of cloud services and virtualization is a plus.

Skills & Competencies

• Strong communication skills with the ability to convey technical information to non-technical users.
• Excellent problem-solving skills and a proactive approach to challenges.
• Customer-oriented mindset, with a focus on delivering high-quality support.
• Ability to work collaboratively in a fast-paced environment.