TECHNICAL SUPPORT ENGINEER (EMEA)

  • Full Time
  • Gaithersburg
  • Salary Guide: $25,000 - $40,000


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PATTON GROUP

Category: Engineering, Size: 1000 to 4999

PATTON GROUP is committed to working with the best people possible and as such offers a renumeration and benefits package for Technical Supports commensurate with experience and qualifications. Please visit the website for further information.

Position: Technical Support Engineer (Emea)
Location: Gaithersburg
Hours: Full Time
Salary Guide: $25,000 – $40,000
Last Updated: 26 April 2022
Job Category: Engineering

Technical Support Engineer Role:

Taking ownership of customer issues reported and seeing problems through to resolution. Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

Other Duties:

  • 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 theyve 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
  • 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



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