Software Support Engineer, in Malta


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