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Title
Text copied to clipboard!Support Engineer
Description
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We are looking for a dedicated and skilled Support Engineer to join our dynamic team. As a Support Engineer, you will be responsible for providing technical assistance and support to our clients and internal teams. You will troubleshoot and resolve issues related to software, hardware, and network systems, ensuring that our clients receive the highest level of service and support. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders. You will work closely with other engineers, developers, and product managers to identify and resolve issues, as well as to improve our products and services. In this role, you will also be responsible for documenting solutions, creating knowledge base articles, and providing training to clients and team members. If you are passionate about technology and enjoy helping others, we would love to hear from you.
Responsibilities
Text copied to clipboard!- Provide technical support to clients and internal teams.
- Troubleshoot and resolve software, hardware, and network issues.
- Document solutions and create knowledge base articles.
- Collaborate with engineers, developers, and product managers.
- Identify and escalate critical issues to appropriate teams.
- Assist in the development and improvement of support processes.
- Provide training and guidance to clients and team members.
- Monitor and maintain system performance and reliability.
- Participate in on-call rotation for after-hours support.
- Analyze and report on support metrics and trends.
- Develop and maintain technical documentation.
- Ensure timely resolution of support tickets.
- Communicate effectively with technical and non-technical stakeholders.
- Stay up-to-date with industry trends and best practices.
- Assist in the testing and deployment of new software releases.
- Provide feedback to improve product functionality and usability.
- Manage and prioritize multiple support requests.
- Maintain a high level of customer satisfaction.
- Work with third-party vendors and service providers.
- Perform root cause analysis for recurring issues.
Requirements
Text copied to clipboard!- Bachelor's degree in Computer Science, Information Technology, or related field.
- 3+ years of experience in a technical support role.
- Strong knowledge of software, hardware, and network systems.
- Excellent problem-solving and troubleshooting skills.
- Ability to communicate effectively with technical and non-technical stakeholders.
- Experience with support ticketing systems and tools.
- Familiarity with operating systems such as Windows, Linux, and macOS.
- Knowledge of scripting languages such as Python, Bash, or PowerShell.
- Experience with cloud platforms such as AWS, Azure, or Google Cloud.
- Strong organizational and time management skills.
- Ability to work independently and as part of a team.
- Excellent written and verbal communication skills.
- Customer-focused attitude with a commitment to providing high-quality support.
- Experience with database management and SQL.
- Knowledge of ITIL or other IT service management frameworks.
- Ability to handle high-pressure situations and meet deadlines.
- Experience with virtualization technologies such as VMware or Hyper-V.
- Familiarity with network protocols and security best practices.
- Ability to learn new technologies quickly.
- Strong attention to detail and accuracy.
Potential interview questions
Text copied to clipboard!- Can you describe your experience with troubleshooting software and hardware issues?
- How do you prioritize and manage multiple support requests?
- Can you provide an example of a time when you resolved a complex technical issue?
- How do you stay up-to-date with the latest industry trends and technologies?
- What is your experience with support ticketing systems and tools?
- How do you handle high-pressure situations and tight deadlines?
- Can you describe your experience with cloud platforms such as AWS, Azure, or Google Cloud?
- How do you ensure effective communication with both technical and non-technical stakeholders?
- What steps do you take to document solutions and create knowledge base articles?
- Can you provide an example of a time when you provided training or guidance to a client or team member?
- How do you approach root cause analysis for recurring issues?
- What is your experience with scripting languages such as Python, Bash, or PowerShell?
- How do you ensure a high level of customer satisfaction in your support role?
- Can you describe your experience with database management and SQL?
- What is your familiarity with ITIL or other IT service management frameworks?
- How do you handle working independently as well as part of a team?
- Can you provide an example of a time when you improved a support process?
- What is your experience with virtualization technologies such as VMware or Hyper-V?
- How do you approach learning new technologies quickly?
- What steps do you take to ensure network security and best practices?
