We are now looking for a Resident Technical Support Engineer who will be acting as a support contact for one of our MSA Enterprise Customers.
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
Application process:
- HR Interview
- Test assignment
- Interview with Hiring Team
- Interview with Head of Customer Support & Regional HR Lead
- Offer stage & Reference check