Technical Support Engineer

Responsibilities

• Be the first point of contact for the customer, providing remote technical assistance via phone, email, or online platforms.
• Diagnose and resolve technical issues, guiding customers step-by-step through troubleshooting, ensuring minimal downtime.
• Provide after-hours support for urgent technical issues by managing the hotline helpdesk on a rotational basis.
• Conduct hands-on troubleshooting to identify root causes on site when remote resolution is not possible.
• Coordinate with the Customer Service Manager and/or Customer Service Officer for parts replacement or complex repairs.
• Maintain an accurate client database and service reports in our CRM system.

Profile & Qualifications

• Hold a degree in technical engineering or equivalent experience.
• Have at least 5 years of technical field or customer service experience. Experience with remote diagnostic tools or prov...