Support Engineer

Experience

0-2 years

No. of Openings

1

Responsibilities:

  • Diagnose & troubleshoot Application-related issues.
  • Document new procedures.
  • Answer customer-related technical issues.
  • Communicate information to developers and other engineers.
  • Ask customers targeted questions to quickly understand the root of the problem.
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
  • Provide prompt and accurate feedback to customers.
  • Refer to the internal database or external resources to provide accurate tech solutions.
  • Ensure all issues are properly logged.
  • Prioritize and manage several open issues at one time.
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
  • Prepare accurate and timely reports.
  • Document technical knowledge in the form of notes and manuals.
  • Work continuously on a task until completion (or referral to third parties, if appropriate).
  • Rapidly establishing a good working relationship with customers and other professionals, such as software developers.

Key Requirements:

  • Strong problem-solving skills.
  • Excellent verbal and nonverbal communication skills.
  • Basics of Java, Web Technologies.
  • Experience in support tracking tool JIRA (Nice to have).
  • Basic Database Knowledge.
  • Proven work experience as a Technical Support Engineer (Nice to have).
  • Good understanding of computer systems.
  • Ability to diagnose and troubleshoot basic technical issues which include analyzing log files.
  • Ability to provide step-by-step technical help, both written and verbal.
  • Provide support, including procedural documentation and relevant reports.
  • Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.
  • Ability to work well in a team.
  • Attention to detail.
  • Ready to work in night shifts for continuous periods.
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