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Technical Support Engineer – KHI

September 15, 2016 Global Deployment karachi, pakistan

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As a Technical Support Engineer you will be responsible for providing technical support to Afiniti customers via phone, web, email, chat and other support channels as required.

Job Responsibilities & Requirements
  • Provide initial assessment of urgency and business impact on all support helpline calls and emails
  • Record internal and external clients’ services requests, incidents, and change requests into the system
  • Communicate a ticket ID to the client for their follow up
  • Perform initial troubleshooting to identify the root cause by eliminating step-by-step possible root causes of the incident
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Maintain overall ownership of clients’ issues and services, ensuring that they receive resolution within a committed SLA
  • Perform comprehensive root cause analysis and advise how to avoid such incidents in future
  • Record incident resolution in system and communicate to all stakeholders
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Document knowledge in the form of knowledge base tech notes and articles
  • In depth theoretical understanding of Databases (MS SQL and MySQL), Client / Server operating systems, Networking, and IP Telephony
  • Acquainted with ITIL framework
  • Excellent written and verbal communication skills
  • Exceptional problem solving skills
  • Excellent customer service skills & telephone mannerism
  • Ability to explain complex technical issues to non-technical staff
  • Ability to work proactively with little direct supervision
  • Be committed to continual professional development
  • Able to work flexible hours on request or as part of a shift system
  • Team player
Education

Minimum of a Bachelor’s degree in Engineering, Information Technology, Computer Sciences, or equivalent

Experience

Junior to mid-level professionals
Fresh engineering graduates or 1 year technical experience

Travel Requirement

Yes – up to 25%

Relocation Available

No

Please contact us if you need any information/assistance regarding the recruitment process.

Afiniti is an Equal Opportunity Employer.

Afiniti provides equal employment opportunities (EEO) to all employees and applicants for employment, regardless of race, creed, color, religion, gender, national origin, ancestry, age, marital status, veteran status, disability, medical condition, gender identity or sexual orientation.