Customer & Technical Support Job Description
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Key skills for this role
About the Role
Innova Wide is seeking a Technical Support Engineer to provide customer support, conduct training needs assessment, create technical training programs, and troubleshoot software/hardware issues.
Key Skills for This Role
Responsibilities
- Respond to customer queries in a timely and accurate way via phone, email or chat
- Conduct computer training needs assessment by collecting information on employee skillsets
- Create technical training programs according to requirements
- Provide training schedules and agendas
- Determine course content and objectives
- Determine system utilization requirements by researching and testing systems
- Evaluate technical employees and identify areas needing improvement
- Prepare training materials and sessions in groups or individually
- Report data on completed courses, issues, and absences
- Determine overall effectiveness of programs and training by listening to feedback
- Maintain technical knowledge by attending educational workshops and reviewing publications
- Identify customer needs and help customers use specific features
Requirements
- Bachelor's degree in computer science, Information Technology, or related field, or equivalent practical experience
- At least 3 years of experience in this sector
- 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
- Excellent problem solving and communication skills
- Ability to provide step by step technical help, both written and verbal
- Knowledge of frontend build tools and task runners
- Experience with version control systems such as Git
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
Full Job Posting
Responsibilities
- Respond to customer queries in a timely and accurate way via phone, email or chat
- Conduct computer training needs assessment by collecting information on employee skillsets
- Create technical training programs according to requirements
- Provide training schedules and agendas
- Determine course content and objectives
- Determine system utilization requirements by researching and testing systems
- Evaluate technical employees and identify areas needing improvement
- Prepare training materials and sessions in groups or individually
- Report data on completed courses, issues, and absences
- Determine overall effectiveness of programs and training by listening to feedback
- Maintain technical knowledge by attending educational workshops and reviewing publications
- Identify customer needs and help customers use specific features
Job Requirements
- Bachelor's degree in computer science, Information Technology, or a related field, or equivalent practical experience
- At least 3 years of experience in this sector
- 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
- Excellent problem solving and communication skills
- Ability to provide step by step technical help, both written and verbal
Technical Software Skills Requirements
- Knowledge of frontend build tools and task runners
- Experience with version control systems such as Git
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
- Experience with JIRA, Slack and ClickUp platforms
- Knowledge of CICD tools for web application development lifecycle
- Familiarity with tools such as JIRA, Confluence, Docker
Personal Skills
- Excellent problem solving skills and attention to detail
- Positive attitude and deals with people in good manner
- Problem solving skills
- Arabic/English communication skills
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