A Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to the appropriate internal departments.
What to expect from the role:
- Work experience with different systems, software, and hardware from Hospitality Industry.
- Opportunity to work on IT projects.
- Exposure to IT and development.
- Work in collaboration with a team.
- Guided by experts and professionals in the field and learn on the job.
Responsiblities:
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
- Follow the SLA for issues concerning the severity.
Requirements:
- Bachelor's degree in Information Technology, Computer Science or equivalent
- Proven 1+ working experience in enterprise technical support, IT support or as a technical engineer
- In-depth knowledge of the Hospitality business
- Strong problem-solving skills
- Excellent client-facing skills along with Written and Verbal communication.
Being an Active member in an ever changing ad fast moving paced environment, you must be willing to take up ad-hook duties which may not be in your Job Description.
