Technical Support Engineer

Job Overview

Key Responsibilities

First-Line Support: Serve as the primary point of contact for users seeking technical assistance through phone, email, chat, or remote-access tools. Provide prompt and courteous responses to ensure a smooth support experience.

Troubleshooting: Perform initial diagnosis of technical issues by following standard procedures and predefined checklists. Resolve basic hardware, software, network, and application-related problems efficiently.

Escalation: Identify situations requiring advanced expertise and escalate complex or unresolved issues to Level 2 (L2) or Level 3 (L3) engineering teams within defined timelines, ensuring proper documentation and handover.

Documentation: Create, update, and maintain technical knowledge base articles, user guides, and troubleshooting documents to support efficient issue resolution and promote self-help resources for end users.

SLA Compliance: Ensure all service requests, incidents, and inquiries are handled within the agreed Service Level Agreements (SLAs). Maintain high service quality and customer satisfaction by tracking and meeting performance metrics consistently.

Training Period: A comprehensive 1‑month training program will be provided before transitioning to production, ensuring complete readiness for all support tasks and tools.