Technical Support Engineer

Job Description

We are seeking a passionate and detail-oriented Research Assistant to support our research team in Johannesburg. The ideal candidate will assist in data collection, analysis, and reporting, contributing to various academic studies and research projects. Your role will involve liaising with faculty, attending meetings, and contributing to research publications.

Responsibilities

• Act as the first line of support for customer inquiries and issues.
• Manage ticketing system and prioritize issues based on urgency.
• Test and verify customer-reported issues.
• Participate in team meetings to discuss ongoing projects and improvements.
• Collaborate with other departments to enhance customer service.
• Maintain knowledge base and internal documentation.

Requirements

Education

• Bachelor's degree in Computer Science, Information Technology, or related field

Experience

• 2+ years of experience in a customer-focused technical support role

Technical Skills

• Troubleshooting
• Remote Support Tools

Soft Skills

• Problem-solving
• Team Player

Certifications

• ITIL Foundation

Languages

• English: Fluent

Advantageous

• Experience in ITIL processes: Familiarity with ITIL best practices for IT service management.
• Knowledge of Cloud Services: Understanding of cloud platforms and services such as AWS or Azure.

Benefits

• Comprehensive health insurance coverage
• Retirement plan with generous employer contributions
• Work-from-home options available
• Ongoing training and mentorship programs

Company Culture

• Continuous Learning: We support continuous learning and provide resources for professional growth.
• Employee Wellbeing: We prioritize the wellbeing of our employees and promote a healthy work-life balance.
• Customer Focus: Our customers are at the heart of everything we do.