Support engineer

A highly skilled and motivated role in dynamic team, will be responsible for providing technical support and troubleshooting to our clients, ensuring their product/software applications run smoothly. The role requires excellent problem-solving skills, strong technical knowledge, and the ability to communicate effectively with both technical and non-technical stakeholders.

Responsibility

1. Provide first and second-level technical support to clients via phone, email, remote sessions or site visits.
2. Diagnose and troubleshoot product related issues, escalating complex problems to higher-level support or development teams as necessary.
3. Develop and maintain knowledge base articles and technical documentation to assist clients and internal team members.
4. Documenting support activities, solutions, and client interactions in the support ticketing system.
5. Participate in an on-call rotation to provide after-hours support as needed.
6. Provide training and guidance to clients on product usage and best practices.
7. Assist other cross-functional teams when required.

Working conditions

1. Ability to understand the client requirements and solution mapping with product portfolio.
2. Full-time position, with occasional requirements for late hours or on-call support.
3. Must be able to work in a fast-paced environment and manage multiple tasks simultaneously.
4. Often work under pressure, especially when resolving critical issues or dealing with demanding clients.

Requirements

1. Bachelor’s degree in computer science or equivalent experience.
2. 2-3 years of experience in IT Infrastructure Implementation, Administration, Management and Support.
3. Good interpersonal skills, written and verbal communication skills.
4. 1-2 years of experience in Microsoft Azure related services, MS SQL, IIS and Linux operating systems.
5. Familiarity with remote support tools/techniques and ticketing systems.
6. Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
7. ITIL will be an added advantage.

When applying

Email your CV to: [email protected]