SecureArk LLP – Senior IT Support Engineer

After over a decade in the business of cyber security, we discovered that all organizations have similar oversight, they ignore the fine balance between process and people. Our clients come to us, all about what they want to protect, from their reputations to their databases and to their inventories.

 We strive to always stay independent of products and services. This enable us to focus on true, unbiased, and honest cyber security advisory services.

 The result for our clients is the ability to achieve consistent service with assurance, quality, security and resiliency.

www.secure-ark.com

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