Technical Support Engineer

Job Description

Join our team as a Technical Support Engineer in East London. You'll work directly with customers to help troubleshoot and resolve their technical issues effectively. This role requires strong problem-solving skills and the ability to communicate technical terms to non-technical users.

Responsibilities

• Manage incident tickets and prioritize based on urgency.
• Evaluate client needs and provide tailored support solutions.
• Collaborate with product teams to provide feedback on customer issues.
• Train new staff on technical support protocols and tools.
• Assess and report on service trends and areas for improvement.

Requirements

Education

• Diploma in IT or equivalent
• Professional certifications in IT support are advantageous

Experience

• 1+ years in technical support or help desk environment

Technical Skills

• Linux Operating Systems
• Help Desk Software (e.g., Zendesk, Freshdesk)

Soft Skills

• Customer Focus
• Adaptability

Certifications

• ITIL Foundation Certification
• Cisco Certified Technician

Languages

• English: Fluent

Advantageous

• Knowledge of scripting languages (PowerShell, Python): Basic understanding of scripting for automation tasks.
• Prior experience in a call center environment: Working experience in a fast-paced call center setting.

Benefits

• Market-related salary
• Retirement savings plan with employer contribution
• Flexible work hours
• Access to training and certification programs

Company Culture

• Customer-Centric Approach: We prioritize our customers and their feedback, ensuring their needs drive our service improvements.
• Diversity and Inclusion: We believe in a diverse workforce that welcomes various perspectives and experiences.
• Employee Recognition: We acknowledge and celebrate the contributions of our team members regularly.