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Support Engineer
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- Posted 10 hours ago
- Be among the first 10 applicants
Job Description
Job Description
- Excellent verbal and written communication skills, with a neutral accent and no Mother Tongue Influence (MTI).
- Provide Level 2 technical support for hardware, software, operating systems, Microsoft 365 applications, email, VPN, network connectivity, and end-user computing issues.
- Serve as the primary point of contact for users seeking technical assistance via phone, email, chat, or ticketing tools, ensuring high customer satisfaction.
- Diagnose, troubleshoot, and resolve incidents independently using advanced analytical and remote troubleshooting techniques within defined SLAs.
- Manage incidents and service requests, from logging and categorization through resolution, closure, and user communication.
- Perform root cause analysis for recurring issues, identify trends, and support problem management initiatives to prevent future incidents.
- Escalate complex or unresolved issues to appropriate support teams, ensuring complete documentation and effective coordination until resolution.
- Maintain accurate records in ITSM tools (e.g., ServiceNow, Remedy, Jira), create knowledge articles, and ensure compliance with ITIL processes and organizational standards.
- Drive continuous service improvement by identifying process gaps, recommending enhancements, mentoring L1 engineers,
More Info
Job Type:
Employment Type:
Key Skills
Networking Fundamentals
basic ITIL knowledge
ITSM tools
About Company
Skills:
Kibana, Servicenow, Bash, Grafana, Jira, Datadog, Sql, Jenkins, Git, Gcp, Javascript, Docker, Azure, Kubernetes, Python, AWS, Salesforce, Ticketing workflows, Linux or Windows command-line tools
Skills:
SLA, Dns, DHCP, Vpn, Linux, Network, Ticketing Tools, AWS, Intune Administrator, Active Directory User management, Server Network Monitoring Tools, Sharepoint Administrator skills, Backup tools, Office 365-Outlook Troubleshooting, Windows and system application Troubleshooting, Microsoft O365 administrator skills
Skills:
Servicenow, Microsoft 365, Azure Ad, ITIL Incident and Request Management, ITIL Foundation Certification, Active Directory, Jira Service Management, VPN support, Remedy
Skills:
Dns, Ms Intune, DHCP, Azure Ad, Macos, Ticket Management System, Anti-Virus applications, Active Directory, Networking Knowledge, Iru, Google Workspace, Jamf, Windows 11, ITIL process knowledge
Skills:
Microsoft Office 365, Windows Server, Group Policy, Print Server, Tcp/ip, Windows 10, pacs, Mint, Active Directory, OsiriX, Streams app, Office 365 MS Teams, Ticketing and remote management systems, Adobe Acrobat, Scripting automation, Zoom, Sharepoint, Citrix VDI