Technical Support Engineer - Graduate

The primary responsibility of the Technical Support Engineer is to manage customer’s service requests to a satisfactory resolution. The work is essentially in the areas of HW platforms and operating systems. Upon receiving a service request, the Engineer comes to a solution through remote diagnosis, documentation and / or knowledge databases within agreed timeframes.

The Engineer also acts as a customer’s technical advocate and builds partnership relations in order to understand the customer’s IT environment and operational processes.

The engineer participates also in projects hardware implementation and configuration, supported regional team leader in achieving shared goals, supported sales and marketing functions in shows / exhibitions.

Responsibilities :

• Timely respond to customer’s service requests : manage support cases, provide information & troubleshoot to solve customer issues according to SLAs.
• Manage customer expectations by taking into consideration the service entitlement and identify customer’s problems.
• Keep customers informed, set and follow commitments, keep precise case documentation and case ownership.
• Provide proactive IT recommendations
• Participate in delivering IT services to customers
• Elevate and / or escalate cases to next levels when needed
• Manage multiple tasks simultaneously with minimum supervision
• Active and self-paced improvement of technical and business acumen
• Ability to work outside work hours in a duty on-call rotation
• Wiliness to travel across different cities as needed.

Education and Experience Required :

Knowledge and Skills :