Technical Support Engineer

This position has become available due to an internal promotion. We are looking for an enthusiastic Customer Support Engineer who is experienced in monitoring, maintaining, improving and supporting web-based applications.Effectively respond to support tickets, manage incidents and troubleshoot/document system errors and bugs. Analyse defects, implement workarounds and escalate critical issues across multiple teams.

• Provide first-level and second-level remote technical support to internal and external customers
• Respond to customer support requests received from a ticketing system through to its resolution with a positive client experience
• Maintain accurate records of all support activities, progress, actions and status
• Analyze problems and implement workarounds, ensuring minimum disruption of service to clients
• Communicate and escalate business critical issues across multiple teams
• Contribute to improvements in procedures and documentation of resolution activities for the team
• Provide an effective interface between end-users and development team by probing and identifying necessary diagnostic information to isolate a problem
• Create new trouble tickets and clearly document the defect information for use by Developers and QA Teams
• Participate in the after-hours “on-call” schedule for critical issues
• Review all system alerts to determine relevancy and urgency

Skills:

• Excellent verbal, written and interpersonal communication skills
• Troubleshooting errors generated in Internet Explorer/Chrome developer tools
• Ability to write JavaScript is an advantage
• Operating an IT Service Management system, preferably Jira and ServiceNow
• Writing SQL scripts for data queries and data patches

Knowledge:

• Has basic knowledge in Network Configuration/Debugging, Whitelisting IP, Applying Certificates, SSO, SFTP, LB, IIS Web Server
• Has working knowledge of REST API

Experience:

• Must have at least 3 years experience in 24x7 SaaS support

Qualifications/Certifications:

• Bachelor’s degree, preferably in Information Technology