Technical Support Engineer

Description:

Responsibilities:
Serve as the primary point of contact for customers, ensuring efficient case handling and providing timely updates.
Gather detailed customer information on reported issues, analyze case specifics, and collect logs, screenshots, or other necessary data to reproduce problems if applicable.
Provide accurate workarounds and solutions to customers, aiming to resolve issues efficiently and minimize downtime.
Oversee the installation and activation of products, either on-site or remotely, ensuring seamless deployment.
Conduct User Acceptance Testing (UAT) post-installation to verify successful deployment and product functionality.
Deliver comprehensive product training to customers, either on-site or remotely, ensuring effective usage and understanding.
Prepare thorough site configuration and handover documentation, ensuring clarity and completeness for future reference.
Manage and implement major updates and patches, whether on-site or remotely, minimizing customer impact while ensuring full resolution.
Requirements:
Experience: 3-4 years in technical support or a related field, preferably in a customer-facing role.
Education: Bachelor's degree in Engineering, Information Technology, or a related discipline.
Communication: Strong command of English, both written and verbal, with the ability to articulate complex technical issues clearly.
Technical Skills:
Proficiency in Windows-based environments, with hands-on troubleshooting and support experience.
Strong expertise in SQL Servers and Queries, including database management, performance tuning, and issue resolution.
Knowledge of RedHat/Linux operating systems, with experience in system administration and troubleshooting.
Familiarity with VoIP technologies, with the ability to diagnose and resolve related issues effectively.
Soft Skills: Strong problem-solving abilities and the capability to work under pressure while maintaining a customer-first approach.