About this role
Our client is seeking a Support Engineer to join their team. In this role, you will work closely with customers to resolve technical issues related to operating systems, both in cloud and on-premises environments. You will be responsible for providing timely assistance and ensuring that issues are fixed within agreed-upon Service Level Agreements (SLAs).
Key Responsibilities:
- Identify, diagnose, and isolate technical issues reported by customers.
- Resolve issues directly or escalate them internally and to external vendors when necessary.
- Manage follow-up activities to ensure that cases are resolved and closed within SLA timelines.
- Maintain effective communication with customers, providing updates on the status of their issues.
- Document all interactions and resolutions in the support ticketing system.
Required Skills & Qualifications:
- Proven experience in a technical support role, ideally with a focus on operating systems.
- Strong troubleshooting skills, particularly in cloud and on-premises environments.
- Familiarity with ticketing systems and customer relationship management tools.
- Excellent communication skills, both verbal and written.
- Ability to work independently and as part of a team.
Experience:
- Minimum of 3-5 years in a support engineering or technical support role.
What we offer:
- Opportunity to work in a dynamic environment with a focus on professional growth.
- Collaborative team culture with a commitment to customer satisfaction.
- Access to ongoing training and development programs.
This role is managed by AI-First Talent on behalf of our client. Your application is reviewed directly by our talent team.