Technical Support Engineer

Trio Mobil Sistemler

• At least 1 year of work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• BS degree in Information Technology, Telecom, Electronics, Software, Computer Science or relevant field
• Excellent command in spoken and written English. Second language is a plus.
• 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
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• No obstacles for international travel
• No military service restriction for male candidates

İŞ TANIMI

Trio Mobil is a leading company founded in 2011 in order to develop technology for growing Internet Of Things (IoT) market. Trio Mobil has its headquarters in Istanbul. With a team of 90 people Trio Mobil is one of the biggest players in IoT and Vehicle Tracking Solutions market of Turkey. We are looking for a ‘‘Technical Support Engineer’’ to provide enterprise-level assistance to our ‘‘International Customers’’ abroad. You will diagnose and troubleshoot hardware and software problems and help our customers install devices, applications and programs.Technical Support Engineer responsibilities include;

• Resolving connection issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.
• 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
• Research and identify solutions to hardware and software  issues
• Diagnose and troubleshoot technical issues, including account setup and all configurations
• 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. hardware & software developers)
• Provide prompt and accurate feedback to customers
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals