Jakarta International Customer Service Institute (JICSI)

Technical Support Engineer

Job Summary

  • 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.

Responsibilities:

  • 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 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.
  • 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.

Requirements:

  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
  • Hands-on experience with Windows/Linux/Mac OS environments.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Ability to diagnose and troubleshoot basic technical issues.
  • Familiarity with remote desktop applications and help desk software (eg. Zendesk).
  • Excellent problem-solving and communication skills.
  • Ability to provide step-by-step technical help, both written and verbal.
  • BS degree in Information Technology, Computer Science or relevant field.
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.