Technical Support Engineers

TECHNICAL assist ENGINEER

COMPANY INTRODUCTION

Wicloudrwd is a global digital transformation and IT outsourcing company established in 2022, with operations across multiple international locations. The company provides technology and IT outsourcing solutions tailored to Microsoft environments, with expertise across Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, and Microsoft Office 365.

Location: Rwanda
Employment Type: Freelancer

About the Role

We are seeking Technical assist Engineers to deliver technical assist to Microsoft global customers. The role involves investigating technical issues, developing effective solutions, supporting customer satisfaction, and documenting technical knowledge to enhance the overall assist experience.

The successful candidate will combine technical problem-solving skills with strong communication and customer service capabilities.

Key Responsibilities

1. Technical assist & Responsiveness

• Deliver technical assist services to Microsoft global customers while maintaining a high level of customer satisfaction.
• Scope customer issues by collecting relevant facts and investigating problems through independent research and collaboration with other teams.
• Determine the most effective approach to resolving complex technical issues, balancing efficiency and speed to resolution with quality.
• Empower customers to find information, self-solve issues when appropriate, and learn more about Microsoft products, services, and assist.
• Advise customers on how to gain additional value from their Microsoft products and services.

2. Technical Investigation & Documentation

• perform technical research and troubleshooting to detect appropriate solutions.
• Document technical work, findings, and research to assist colleagues and enhance the product and customer assist experience.
• Collaborate with relevant teams when additional technical expertise is required.

3. Customer Experience

• keep a proactive approach to customer satisfaction.
• detect customer satisfaction concerns and oversee customer expectations appropriately.
• Communicate technical information clearly and professionally.

4. Team & Service Coverage

• Collaborate effectively with colleagues and other technical teams.
• Participate in planned team-wide shift rotations to assist business needs.

Qualifications & Requirements

• Bachelor's or Master's degree in Computer Science, Electronic Engineering, or equivalent practical experience.
• 1–3 years of IT experience.
• Excellent communication and collaboration skills.
• Strong self-motivation and ability to work effectively as part of a team.
• Strong verbal and written English skills.
• Strong analytical and logical thinking skills.
• Understanding of Microsoft Cloud technologies, including Azure and/or Microsoft 365, and Windows Server products or other application server technologies.
• Ability to deliver remote technical assist and resolve mission-critical issues for enterprise customers.
• Strong commitment to delivering high-quality technical assist and customer service.

Language Requirements

• Local Language:Fluent in reading, writing, and speaking.
• English:Strong professional proficiency in written and spoken English.

Application Process

Interested and qualified candidates can send their CV toFrancis@itechwx.com  and a copy to dustin.tran@itechwx.com in the format 'Role+Application+ their name'.