Technical Support Engineer

About the role:

• Provide first level support for internal stakeholders on system updates and service requests using basic technical knowledge
• Assist in assuming initial ownership for the coordination, investigation
• Ensure proper documentation for all problems, incidents, and requests
• Assist in interpreting problems or errors at a basic level and help in the assessment of risks of
  events and escalating appropriately to protect client services
• Demonstrate a good understanding of the customer’s business needs and apply them to the
  management of system events & incidents
• Maintain a high degree of customer service for all support queries and adhere to all service
  management principles
• Work with other teams to ensure the coordinated management of incidents
• Meet and maintain daily and monthly service level standards
• Perform health checks on supported systems from time to time
• Perform initial assessment of the reported issues to check if it is valid and if all the needed information are provided
• Monitor the resolution of the incidents and requests, follow-up with the assigned resolvers, and
  provide updates to business, when necessary
  
  

Position Requirements

• At least 3 to 5 years experiences
• Strong experience in Service desk and infrastructure management.
• Excellent verbal and written communication skills.
• Willingness to learn new technologies.
  

Skills

• Technical expertise
• Problem-resolving abilities
• Written and communication skills
• Team partnership
• Strong customer service abilities
• Basic system troubleshooting