Senior It Technical Support Engineer

Job Family:SoftwareReq ID:******We are a leading global software company dedicated to the world of computer aided design, 3D modeling and simulation— helping innovative global manufacturers design better products, fasterWith the resources of a large company, and the energy of a software start-up, we have fun together while creating a world class software portfolio.Our culture encourages creativity, welcomes fresh thinking, and focuses on growth, so our people, our business, and our customers can achieve their full potential.Brief job descriptionWe are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers.You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.Technical Support Engineer responsibilities include resolving network 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.To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering.Microsoft, Mac, Linux or similar certification is a plus.If you're naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we'd like to meet you.Ultimately, you will be a person our customer's trust.They will rely on you to provide timely and accurate solutions to their technical problems.Key ResponsibilitiesResearch and identify solutions to software and hardware issuesDiagnose and troubleshoot technical issues, including account setup and network configurationAsk customers targeted questions to quickly understand the root of the problemTrack computer system issues through to resolution, within agreed time limitsTalk clients through a series of actions, either via phone, email or chat, until they've solved a technical issueProperly elevate unresolved issues to appropriate internal teams (e.g. software developers)Provide prompt and accurate feedback to customersRefer to internal database or external resources to provide accurate tech solutionsEnsure all issues are properly loggedPrioritize and manage several open issues at one timeFollow up with clients to ensure their IT systems are fully functional after troubleshootingPrepare accurate and timely reportsDocument technical knowledge in the form of notes and manualsMaintain jovial relationships with clientsRequirements5+ Proven work experience as a Technical Support Engineer, Desktop Support Engineer, ITBS degree in Information Technology, Computer Science or relevant fieldHelp Desk Technician or similar roleHands-on experience with Windows/Linux/Mac OS environmentsGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and troubleshoot basic technical issuesExcellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalAdditional certification in Microsoft, Linux, Mac or similar technologies is a plusWhy us?Working at Siemens Software means flexibility — choosing between working at home and the office at other times is the norm here.We offer great benefits and rewards, as you'd expect from a world leader in industrial software.A collection of over 377,000 minds building the future, one day at a time in over 200 countries.We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in.All employment decisions at Siemens are based on qualifications, merit, and business need.Bring your curiosity and creativity and help us shape tomorrowSiemens Software.Transform the EverydayOrganization:Digital IndustriesJob Type:Full-timeCategory:Information Technology#J-*****-Ljbffr