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
Minimum of a Bachelor’s degree in Engineering, Information Technology, Computer Sciences, or equivalent
Junior to mid-level professionals
Fresh engineering graduates or 1 year technical experience
Yes – up to 25%
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.
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