Level One Technical Support Engineer

WEKKITECH LIMITED is seeking a skilled and dedicated Level One Technical Support Engineer to join our team. As a Level One Technical Support Engineer, you will be responsible for providing excellent technical support to our customers, resolving their issues and ensuring their satisfaction.

You will work closely with our customers to understand and diagnose their technical problems, and provide efficient and effective solutions. You will utilize your technical expertise and problem-solving skills to troubleshoot issues, escalate them as needed, and maintain a comprehensive knowledge base of our products and services.

Responsibilities:

• Provide technical support and assistance to customers via phone, email, and chat.
• Handle installations for new clients.
• Diagnose and troubleshoot technical issues reported by customers.
• Escalate complex issues to the appropriate teams and follow up on resolution.
• Create and maintain detailed documentation of support processes, troubleshooting steps, and solutions.
• Collaborate with cross-functional teams to improve product functionality and customer experience.
• Proactively identify and communicate potential issues with the product to the development team.
• Stay up-to-date with new technologies and industry trends.
• Contribute to a positive and supportive team environment.

Requirements:

• Bachelor's degree in IT, Electrical/Telecommunications Engineering, Computer Science or related field.
• Minimum of 2 years experience in technical support.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Familiarity with troubleshooting principles and techniques.
• Ability to work independently and in a team environment.
• Good time management and organizational skills.
• Knowledge of networking protocols and technologies.