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Junior Technical Support Engineer - Software/Hardware


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Job ID:

19715

Location:

Kuala Lumpur, KUL, Malaysia

Category:

Technical

Salary:

2500 - 3000 per month
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Job Views:

60

Employment Type:

Full-time

Posted:

06.08.2019
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Job Description:

Junior Technical Support Engineer​​
  • 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 the issue is resolved
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software development)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide suitable 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 professional relationships with clients
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