On-Site Technical Support Engineer

- Take complete ownership of customer-reported issues, managing them from initiation to successful resolution. - Conduct thorough research, diagnosis, and troubleshooting of software and hardware concerns to uncover root causes and viable solutions. - Adhere to established protocols for escalating intricate or unresolved issues to appropriate internal teams. - Provide extensive support for software and hardware complications, including account setup and network configuration. - Engage customers with targeted inquiries to accurately grasp the nature of their technical difficulties. - Diligently track and document system issues from inception to resolution within designated service level agreements. - Guide clients through troubleshooting steps via phone, email, or chat, enabling them to address technical challenges. - Quickly and accurately escalate lingering issues to relevant internal teams, such as software developers. - Offer timely and precise feedback to clients throughout the support journey. - Utilize internal knowledge bases and external resources to deliver effective technical solutions. - Ensure all support interactions and resolutions are recorded and documented appropriately. - Manage multiple concurrent open issues effectively while maintaining clear communication with customers. - Proactively follow up with clients to verify the complete functionality of their IT systems after resolution. - Contribute to the development and upkeep of technical documentation, including notes and manuals. - Build and nurture positive and professional relationships with our esteemed clients.