PURPOSE

The Field Support Cadet Engineer will provide remote and onsite technical support for a wide range of IT systems and address various technical concerns of our clients. The ideal candidate will have excellent problem-solving skills and a strong commitment to delivering exceptional customer service.

II. DUTIES AND RESPONSIBILITIES

Technical Support:

• Provide first-line support for client technical issues via phone, email, or onsite visits

• Troubleshoot and resolve hardware, software, and connectivity issues efficiently

• Escalate complex issues to Level 2 or Level 3 support as necessary, ensuring proper documentation and follow-up

• Ensure client service level agreements (SLAs) are met consistently

Documentation:

• Maintain accurate and up-to-date records of support requests, resolutions, and technical procedures

• Contribute to creating and updating knowledge base articles and user guides

Customer Service:

• Respond promptly to customer inquiries and issues, ensuring a high level of satisfaction

• Communicate technical information clearly even with non-technical users

• Build and maintain positive relationships with clients and team members

III. QUALIFICATIONS

A. Minimum Education

•Bachelor's degree in Information Technology, ECE, Computer Science, or a related field

B. Minimum Experience/Training

•Preferably 1-2 years of experience in an onsite technical support role, but fresh graduates are welcome to apply

C. Competency

•Basic knowledge of IT systems and troubleshooting methodologies

•Familiarity with a broad range of IT hardware and software solutions