Support Analyst responsible for client assistance and troubleshooting on forensic tools. Seeking to develop skills in digital forensics with a focus on client support.
About the role
- Technical Support Engineer at Wakapi providing enterprise-level assistance to customers. Diagnosing and troubleshooting software and hardware issues while ensuring customer satisfaction.
Responsibilities
- Provide enterprise-level assistance to customers
- Diagnose and troubleshoot software and hardware problems
- Help customers install applications and programs
- Research and identify solutions to software and hardware issues
- Track computer system issues through to resolution
- Provide prompt and accurate feedback to customers
- Properly escalate unresolved issues to internal teams
- Refer to internal database or external resources for accurate tech solutions
- Ensure all issues are properly logged
- Follow up with clients to ensure their systems are fully functional after troubleshooting
Requirements
- Bachelor’s degree in Information Technology, Computer Science or a related field
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, Help Desk Technician or similar role (2–3 years preferred)
- Hands-on experience with Windows/Linux environments
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Ability to provide step-by-step technical help, both written and verbal
- Familiarity with remote desktop applications and help desk software (e.g., Zendesk)
- Excellent problem-solving and communication skills in English (Native level required)
- Ability to work rotating shifts
Benefits
- Excellent working conditions
- Ever-evolving benefits package
- Personalized career plans
- Continuous training programs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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