Technical Support Engineer

Key roles and responsibilities for this position are as follows:

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal/external teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA for issues with respect to the severity.

Desired Skills & Experience:

• 1-3 years of experience
• Strong problem-solving skills
• Strong ability to diagnose server or network alerts, events, or issues.
• Excellent client-facing skills
• Excellent written and verbal communication skills
• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision.
• Flexibility to work in rotational shifts with rotational weekly offs
• Good Knowledge of Windows & Linux OS.

What to expect from the role

• Work experience with different Systems, Software, Protocols, and APIs.
• Opportunity to work on IT projects.
• Exposure to Linux OS and Ticketing tools.
• Work in collaboration with a team.
• Guided by experts and professionals in the field and learn on the job.
• Enhance customer support skills and communication skills

Career Progression

With appropriate experience in the job role, you can move on to other jobs such as:

• Senior Technical Support Engineer
• Operations Manager
• Key Account Manager
• Core Technical roles