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Technical Support Escalation Engineer
Skills
Computer ScienceAcademic BackgroundAnalytical SkillsTrainingIT Service ManagementRoot CauseService-Level Agreements
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Recent graduate with a Bachelor’s or Master’s degree in Computer Science Engineering Mathematics or Sciences
- Strong technical aptitude to analyse and reproduce complex customer issues
- Excellent written and verbal communication skills for a customer-facing role
- Ability to learn new technologies quickly and troubleshoot with enthusiasm
- Strong team working skills with a self-motivated and proactive approach
- Good academic background with strong technical depth
- Understanding of TCP/IP networking is desirable
- Programming knowledge such as Python or C/C++ is useful
Nice to have
- problem solver
- customer focused
- self motivated
- proactive
- curious
- fast learner
- team player
Day to day
- Support customers directly through the Service Management platform with Level 3 technical issues
- Investigate complex hardware and software problems by analysing logs and reproducing faults
- Work closely with R&D and Problem Managers to resolve escalations and drive permanent fixes
- Create knowledge base articles and internal tools that improve support efficiency and customer experience