Resident Technical Support Engineer

Overview

Resident Technical Support Engineer

Main Responsibilities

• Follow established guidelines or checklists to answer routine customer requests and suggest or promote alternative products or services;
• Refer customers to published materials and secondary sources (i.e. support portal, forum) so that customer enquiries are answered accurately and promptly;
• Follow established internal procedures, regulations and quality standards in order to provide high quality technical support and assistance regarding Company's products and services to partners engineers or B2B customers;
• Professionally communicate with customers and partners in local and in English language to quickly respond to their calls, web cases, e-mail and provide prompt resolution to ensure customer satisfaction;
• Perform registration, classification and prioritization of phone and self-service requests through given systems;
• Manage customer inquiries, troubleshoot customer issues and using appropriate reference materials and internal knowledge documents, research what may be the root cause of a problem;
• Escalate requests to higher support level groups according to the internal procedures;
• Promptly notify line management of exceptional technical issues.
• Required technical skills:
• Basic knowledge in:
• MS SharePoint
• MS Teams
• MS Exchange
• MS SQL
• Microsoft OS (Server 2008+ and Windows 7+) at a system administration level
• Corporate networking infrastructures, including DNS, group policy, and AD structure etc.
• Troubleshooting skills including the ability to analyze logs, traces, and dump files
• Web and Messaging Systems
• Virtualization environments (VMware, Hyper-V, Citrix)
• Security solutions (Firewalls/authentication/encryption/AV MS, etc.)
• Experience with ticket systems as a plus

Education

• Tertiary education in Information Technology, Information Systems or Computer Science field and/or industry certifications or similar/equivalent.
• CompTIA A+ or equivalent
• CompTIA N+ or equivalent
• CompTIA Server+ or equivalent
• MCP: Windows Server and Windows Client Systems
• Required personal characteristics:
• Customer and service oriented thinking
• Must be ready to improve own knowledge
• Ready to do the extra mile for customers and partners
• Ability to explain complex ideas in simple terms
• Conflict resolution skills
• Languages: Written and verbal English and Native language of the location