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.
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
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.
You are now leaving our website
Afiniti assumes no responsibility for information or statements you may encounter on the Internet outside of our website. Thank you for visiting afiniti.com