Technical Support Engineer

We are seeking a skilled and customer-focused Technical Support Engineer to join our team at Dahua Technology South Africa. This role is ideal for a tech-savvy professional with strong knowledge in CCTV and networking systems, who is passionate about solving technical problems and providing exceptional support to clients. You'll play a key role in assisting customers with product configuration, troubleshooting issues, and ensuring a high level of technical service and satisfaction.

Job Responsibilities

• Introduce new product features to the Channel Customer, help customer to select and configure products
• Maintains knowledge of technology innovations and trends.
• Understand and consolidate customer demand for products, feedback to product department for product improvement;
• To coordinate resources, provide technical support
• Identifies, investigates, and resolves users problems with software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Consults with clients to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Arranges service by RMA to repair or replace defective products.
• Performs other related duties as assigned.

Job requirements:

• Degree in Network, communications, computers and other related fields
• At least 2 years of experience in customer technical support highly preferred.
• Technical knowledge in the CCTV and Network field

Key Skills:

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software
• Proficient with or the ability to quickly learn an array of hardware and software