Technical Support Engineer
Skills
Contact CentersContinuous ImprovementCreativeInterest RatesLinuxLinux System AdministrationMulticast
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Excellent problem solving skills
- Strong written and verbal communication skills
- Ability to support customers at all levels of the organisation
- Ability to work independently and as part of a team
- Strong troubleshooting skills in software and hardware
- Excellent customer service skills
- High level research and analytical skills
- TCP/IP networking knowledge including Multicast preferred
- Previous Tier II/III technical support experience preferred
- Linux system administration experience preferred
- Scripting experience in bash or Python preferred
- Degree in an IT related field preferred
- Contact centre experience preferred
Nice to have
- Proactive
- Analytical
- Creative
- Collaborative
- Customer focused
Day to day
- Provide second-tier technical support to customers through telephone chat and support portal channels.
- Take ownership of complex break fix issues diagnose reproduce and resolve problems while coordinating with field engineers support engineers development and product teams.
- Guide Tier I agents improve knowledge base usage strengthen first call resolution and contribute to process improvements documentation and backlog management.