Technical Support Engineer

Description:

Responsibilities:
Serve as the main point of contact for customers, ensuring efficient case handling and timely updates.
Collect customer data, analyze issues, and gather necessary information (logs, screenshots) to reproduce problems.
Provide accurate workarounds and solutions to resolve issues and minimize downtime.
Oversee product installation and activation, ensuring smooth deployment.
Conduct User Acceptance Testing (UAT) to verify successful deployment and functionality.
Deliver product training to customers, ensuring effective usage and understanding.
Prepare site configuration and handover documentation for future reference.
Manage and implement major updates and patches, minimizing customer impact.
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.