Support Engineer
by Enadoc | November 29, 2023
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Position Overview
As our Support Engineer, you must love solving systems, network, software related challenges raised by our customers. Aside from enjoying providing solutions, you will work with our customers with a deep customer-centric mindset. You are restless – you can’t leave these concerns/challenges left undone.
What you will do:
- You will have to understand the client requirements and come up with technical solutions by optimum utilization of the product portfolio.
- You will have to draft technical write-ups, proposals, user manuals, etc.
- You will have to verify that documents conform to the company standard before releasing them.
- You will have to do effort estimations.
- You will have to conduct product presentations.
- You will have to assist in deploying solutions.
- You will have to assist other cross-functional teams when required.
- You will provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware.
- You will maintain the daily performance of the computer systems.
- You will respond to product related Office 365 and network-related customer queries via phone and/or email.
- You will monitor requests received through the IT helpdesk quickly without sacrificing quality.
- You will run diagnostic problems to resolve issues.
- You will create step-by-step visual training material for clients.
- You will document internal procedures.
- You will ask educated questions and listen to customers to determine the root cause of issues they are experiencing.
- You will work through the problem-solving process with customers, empowering them to do the same in the future.
- You will train, coach, and support new helpdesk engineers.
- You will report significant and recurring issues to the tier-2 support team.
- You will collect feedback to determine patterns and issues so that they can be resolved, or FAQs can be provided to customers to ease troubleshooting.
- You will support Enadoc’s continuous improvement by identifying avenues for improvement.
What you will bring:
- Bachelor’s degree in IT or any related field
- Your experience and exposure working in product related Office 365 and network-related customer queries and basic Azure environment.
- Your experience in the same role – at least 1 – 2 years
- Your ability to diagnose and resolve basic technical issues.
- Your ability to communicate with the team and customers.
- Your attention to details, good memory in patterns and natural interest in solving problems.