Source description
About the role
We are looking for a skilled Technical Support Engineer to provide enterprise-level assistance to our customers. This role involves diagnosing and troubleshooting complex technical issues, providing solutions, and ensuring timely resolution. The ideal candidate should be able to communicate effectively with both technical and non-technical users, offering detailed support and guidance. Responsibilities: Serve as the primary technical contact for customers experiencing software or hardware issues. Diagnose and troubleshoot technical issues, including account setup, configuration errors, network issues, and software bugs. Collaborate with engineering and development teams to resolve escalated issues. Maintain accurate documentation of issues, troubleshooting steps, and solutions in the ticketing system. Assist with the setup, configuration, and optimization of IT systems, including servers, networks, and software applications. Provide guidance to customers on how to use new features and best practices for their systems. Ensure all technical queries are resolved within the agreed Service Level Agreements (SLAs). Create knowledge base articles and contribute to the development of internal support documentation. Participate in on-call rotations and provide remote support as needed. Requirements: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience). 2+ years of experience in technical support or system administration. Strong understanding of networks, databases, and enterprise software applications. Experience with troubleshooting issues related to servers, operating systems, and network configurations. Strong written and verbal communication skills. Ability to work under pressure and manage multiple issues simultaneously. Disclaimer: The job location mentioned in this description is based on publicly available information or company headquarters. Candidates are advised to verify the exact job location directly with the employer before applying.
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