Software Support Engineer, in TEK EXPERTS

The Technical Support Engineer Level 1 is the first technical contact point for customers. Is responsible for resolving tickets which are assigned to him / her. Is expected to provide customer service and technical support based on quality metrics provided.

Duties and responsibilities 

• Take, own and close the support tickets assigned

• Ensure good ticket documentation at all times

• Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated timely and every effort is made to make service levels

• Fully document every ticket, including all resolution steps

• Present a positive, effective and flexible contribution to achieving team targets and objectives

• Comply with/complete desk specific or ad hoc tasks

• Meet all personal targets

• Send all reports asked by the leader when requested

• Any additional task requested by the Leader / Manager

Skills and competencies 

• Customer orientated, motivated to take charge of both customer engagement and problem resolution

• High customer service, telephone, oral and written skills

• Good written and oral knowledge of English and/or another language, depending on the profile

• Good knowledge of various hardware, software, and Microsoft® operating systems.

• Troubleshooting skills

• Capable of being self-managed

• Problem-solving skills and technical trouble shooting experience

• Demonstrated excellence in teamwork, collaboration, and knowledge sharing

Education and Experience 

• PC experience – comfortable working with Windows operating systems and Microsoft Office Suite

• Technical proficiency in one or more of the following: Linux Servers, Networking, Databases, Script languages, Windows Servers, Virtualization

• Previous customer service experience is desirable

• Language skills will be considered an asset

Please apply here