Support Engineer Cpt

Qualifications and Skills Required:Matric required Bachelor's degree or Dip in Information Technology, or a related field (preferred)2 years minimum of experience in IT support, helpdesk, or a related role.Hands-on experience with hardware and software troubleshooting.Responsibilities:Serve as the first contact with customers who need technical assistance via Chat, the phone or emailResolving complex, technical faults that are both hardware and software related or providing correct diagnosis and warm transfer to Level 3 service providersResponding to critical and major incidents as escalated, according to established proceduresPerform troubleshooting using different diagnostic techniques Troubleshoot, diagnose, and resolve technical hardware and/or software issues (Remotely or Physically onsite)Provide quick resolution and excellent customer serviceRedirect unresolved issues to the next level of support personnelProvide needed information on IT products or servicesKeep record of problems and their resolution Follow-up with customers Provide feedback on processes and make recommendations on areas to improveMaintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshootingSuggest improvements on proceduresRun diagnostic problems to resolve problemsLog respective issues with vendors for support - Repairing and replacing equipment as necessary