Support Engineer

Roles and responsibilities

We are hiring an L1 End-User Support Engineer to provide first-level support for technical issues faced by users. The ideal candidate should have experience in troubleshooting hardware, software, and networking issues, and be familiar with key support tools like SolarWinds, Dynatrace, ServiceNow, and Nexthink.

Key Responsibilities

• User Support & Incident Detection:
• Provide initial support for issues related to desktops, laptops, printers, and mobile devices.
• Use tools like Nexthink to monitor and analyze endpoint performance and user experience.
• Escalate unresolved or complex issues to L2 teams through ServiceNow.
• Hardware & Software Troubleshooting:
• Assist with troubleshooting for hardware peripherals and connectivity issues.
• Support software installations, updates, and configurations on user devices.
• Use SolarWinds and Dynatrace for endpoint performance and health analysis.
• Incident Management & Resolution:
• Log all incidents in ServiceNow, categorize by priority, and resolve or escalate as required.
• Track open incidents for timely resolution.
• Keep users informed about status and resolution steps.
• User Account & Access Management:
• Support user account setup, password resets, and VPN or network access.
• Use Nexthink for endpoint activity and usage analytics.
• Documentation & User Training:
• Document troubleshooting steps and resolutions for internal knowledge sharing.
• Educate users on best practices for using their devices and common issues.
  

Required Qualifications

• Experience: 1-3 years in technical support or helpdesk roles.
• Technical Skills: Basic knowledge of operating systems, productivity tools, and hardware troubleshooting.
• Tools: Experience with monitoring tools like SolarWinds, Dynatrace, Nexthink, and incident platforms like ServiceNow.
• Customer Service & Problem-Solving Skills: Strong customer focus and technical troubleshooting ability.
• Communication: Strong verbal and written communication skills.
  

Preferred Qualifications

• Certifications like CompTIA A+ or ITIL Foundation.
• Experience in a 24x7 support environment.

Desired candidate profile

1. Technical Expertise

• Product Knowledge: In-depth understanding of the product or service being supported, whether it's software, hardware, or both. This includes features, functionality, and common issues.
• Troubleshooting: Ability to diagnose and resolve technical problems efficiently. This includes identifying root causes, providing solutions, and resolving issues remotely or on-site.
• Systems and Networking: Understanding of operating systems (Windows, Linux, macOS), networking principles (TCP/IP, DNS, VPN), and server management (DNS, DHCP, firewalls).
• Database Knowledge: Proficiency in working with databases (SQL, NoSQL) to troubleshoot data-related issues, queries, and performance concerns.
• Software Development & Scripting: Familiarity with coding or scripting languages (e.g., Python, Bash, JavaScript) to automate tasks or understand software-related issues better.

2. Customer Service Skills

• Clear Communication: The ability to explain complex technical issues in a simple, understandable manner, especially when interacting with non-technical users.
• Empathy and Patience: Offering exceptional customer service by remaining calm, patient, and empathetic in difficult situations, ensuring customers feel heard and supported.
• Problem Resolution: Ability to manage client expectations, handle complaints professionally, and offer satisfactory solutions.
• Documentation Skills: Writing clear and concise knowledge base articles, FAQs, and user manuals, and logging support cases with detailed information.

3. Analytical and Critical Thinking

• Logical Problem Solving: Ability to break down complex issues and analyze them systematically to arrive at efficient solutions.
• Prioritization: Managing multiple support requests by assessing urgency and impact, and providing timely resolutions based on priority.
• Data Analysis: Using data to identify trends, diagnose recurring issues, and suggest improvements or solutions to prevent future problems.

4. Attention to Detail

• Precise Troubleshooting: Ensuring no detail is overlooked when diagnosing technical problems, as even small issues can affect the overall performance or functionality.
• Testing and Verification: After providing solutions, ensuring that the fix works by performing thorough testing and verification to avoid recurring issues.
• Documentation Accuracy: Keeping records of support cases and resolutions in an organized manner for future reference or for sharing with the team.

5. Time Management

• Efficient Task Handling: Effectively managing multiple requests or tickets in a timely manner while maintaining high-quality service.
• Meeting Deadlines: Responding to support tickets within established timeframes, and ensuring resolutions are provided promptly to minimize downtime.
• Workload Prioritization: Identifying and addressing critical issues first, while managing routine requests in an efficient manner.

6. Technical Support Tools

• Ticketing Systems: Experience with support ticketing systems such as Jira, Zendesk, ServiceNow, or Freshdesk for managing customer inquiries and troubleshooting processes.
• Remote Support Tools: Proficiency with remote desktop tools (e.g., TeamViewer, LogMeIn, AnyDesk) for diagnosing and resolving technical issues remotely.
• Version Control: Understanding of version control systems (e.g., Git) for troubleshooting or supporting development and deployment processes.