Software Support Engineer

Malta / Customer Support

 

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

Start fulfilling your dreams

If you think you have what it takes to make a difference and want to work for a company that can offer you unlimited potential then apply for this position now and tell us more about what you can bring to our business. You can also check out our other jobs.

 

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