Technical Support Engineer responsibilities involve ensuring the high availability of our systems in the cloud, handling complex technical issues to provide immediate support and resolution in accordance with our Service Level Agreement. This includes leading the analysis and resolution of technical issues, using remote desktop connections or chat applications to communicate with clients, and providing clear, written instructions. In case of unresolved issues, effective escalation to the appropriate internal support teams or external third parties is crucial. The role also demands the ability to establish trust with customers by delivering timely and accurate solutions to their technical problems.
Main Responsibilities: – Diagnose and troubleshoot assigned technical issues raised by the client.
– Research and identify immediate solutions to software and hardware issues in compliance with our Service Level Agreement.
– Properly escalate unresolved issues to the appropriate Corrective Maintenance team, either the internal level 3 support team or external suppliers, for a permanent fix or further investigation and expertise.
– Formalize and apply corrective action plans or local workarounds.
– Regularly provide prompt and accurate feedback to clients.
– Ensure all issues are properly logged into our issue tracking tool.
– Prioritize and manage several open issues simultaneously.
– Follow up to ensure our systems are fully functional after solving technical issues.
– Prepare accurate and timely incident reports, status reports, etc.
– Maintain positive relationships and ensure customer satisfaction.
– Conduct testing, deployment, and post-support activities to ensure the IT systems' functionality after upgrades.
– Maintain components of IT infrastructure and backend servers.
– Deliver maintenance documentation, operation manuals, test procedures, and test reports.
– Perform regular server preventive maintenance or health checks when required.
– Other duties as assigned.
Qualifications and Skills: – Candidate must possess at least a Professional Certificate, Diploma in Computer Science/Information Technology, or equivalent.
– Proven minimum of 2 years of work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
– Hands-on experience in LINUX and cloud servers administration. Additional experience in Kubernetes and Docker would be preferred.
– Good understanding of computer systems and technical products.
– Knowledge of network domains (TCP/IP, is preferred.
– Knowledge of nginx, CDN, HAProxy is preferred.
– Experience in development, customization, and integration would be an added advantage.
– Certification in system management best practices, such as ITIL , would be an added advantage.
Abilities: – Fast learner with the ability to quickly acquire knowledge and provide step-by-step technical assistance, both written and verbal.
– Excellent problem-solving and communication skills.
– Ability to determine the cause of problems on operating systems (linux) software, application programs, or network failures.
– Effective listening skills, a commitment to quality, and an appropriate sense of urgency in meeting customer requirements.
– Ability to multitask and stay organized in a dynamic work environment.
– Strong proficiency in reading, writing, speaking, and understanding English
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