Technical Support Engineer

• Provide prompt and accurate support to customer inquiries regarding software usage and troubleshooting responding within timeframes as per SLA during assigned shifts.
  
• Monitor software applications to ensure functionality and performance promptly addressing and resolving any issues.
  
• Respond to malfunction alerts swiftly adhering to critical and noncritical response times as per SLA.
  
• Maintain and update a knowledge base with detailed resolution steps for common issues.
  
• Work closely with development and quality assurance teams to report product malfunctions and collaborate on solutions within defined SLAs.
  
• Generate and distribute detailed reports on system performance on a weekly and monthly basis.
  
• Efficiently escalate unresolved technical issues to higherlevel support teams and ensure timely resolution.
  
• Ensure all customer interactions and technical solutions are logged accurately in the service management tool.
  
• Conduct and participate in customer meetings to understand user issues better and provide effective solutions.
  
• Regularly update and refine system documentation to help customers and internal teams during the deployment and operation phases.
  
• Monitor transactions and ensure they are completed within the agreed time frames escalating any delays as necessary.
  
• Provide support to internal teams and contribute to system design discussions.
  

DevOps Support (15%):

• Research and integrate new DevOps technologies to improve cloudbased operations.
  
• Manage and optimize tools such as Jumpcloud Amazon AWS MS Azure Appoptics and PagerDuty.
  

Additional Responsibilities (5%):

• Setup and support internal users hardware and software needs.
  
• Provide firstlevel support for office network issues.
  
• Mentor new and junior staff in software support practices.
  
• Engage in ongoing professional development to keep skills and knowledge current.
  

Requirements

• Bachelor s degree in Computer Science or a related technical field.
  
• Minimum of 2 years of experience in software or application support roles.
  
• Proficient in software troubleshooting and technical support.
  
• Understanding of IT service management and familiarity with tools like ServiceNow or Jira.
  
• Familiarity with AWS Azure and monitoring software.
  
• Adaptability to shift work and flexible schedules.
  
• Excellent communication and interpersonal skills.
  
• Strong analytical skills and a solutionoriented approach to challenges.