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Technical Support Engineer

September 29, 2016 Global Deployment madrid, spain

Job Application Form

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Technical Support Engineer will be responsible to provide Afiniti’s technical support to customers via phone, web, email, chat and other support channels as required.

Description
  • Provide initial assessment of urgency and business impact on all support helpline calls and emails
  • Record internal and external client service requests, incidents, and change requests into system and communicate ticket ID to 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 client’s issue & service ensuring that they receive resolution within a committed SLA
  • Perform comprehensive root cause analysis, and advise how to avoid such incidents in the 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
Qualifications & Experience
  • Fresh Computer Science graduates or at least recent graduates of a Technical discipline
  • Prior experience working in a helpdesk/IT support role highly preferred
  • Have 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
Competencies & Key Skills
  • Flexible approach to work and problem solving
  • Able to work flexible hours including weekends to provide 24/7 team coverage
  • Excellent communication and customer service skills. Excellent telephone mannerisms
  • At least one year experience in Helpdesk/Tech Support Role Preferred
  • Ability to explain complex technical issues to non-technical staff
  • Ability to work proactively with little direct supervision
  • Be committed to continual professional development
  • Team player
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.