Graphic Designing & Presentation

MASYS optimizes development,
quality, and deliverables holistically.

Job Description

Research and identify solutions to software issues.
Diagnose and troubleshoot technical issue.
Ask customers targeted questions to quickly understand the root of the problem.
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
Provide prompt and accurate feedback to customers.
Refer to internal database or external resources to provide accurate tech solutions.
Provide prompt and accurate feedback to customers.
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 jovial relationships with clients.

Key Skills Required

Technical Proficiency:Expertise in Windows, networking, troubleshooting, remote desktop, and basic scripting.

Problem-Solving:Analytical thinking involves breaking down complex issues systematically, while critical thinking is about making quick, sound decisions under pressure.

Communication Skills:The individual excels in communication, technical explanations, documentation, and customer service.

Time Management:The individual excels at task prioritization and has experience managing incidents from start to finish.

Experience:Experience in Level 1/2 tech support, system admin tasks (user accounts, backups), and IT ticketing systems.

Technical Support Engineer

Job Description

Key Skills Required