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IT Support Engineer

The main Job role is to coordinate between the end client and the Field engineer working on site (customer premises), moreover to provide technical assistance to the field engineer if he lacks a certain skill set to fix an issue and complete the job.

The job role also includes that you as a support engineer have in-depth knowledge and understanding of various IT-related issues that may appear at customer sites often referred to as SOW (Scope of Work) in detail to analyze the severity of the issue and categorize which IT level (1-5) support engineer would be required for the resolution of the said issue.

This role also includes interviewing/evaluating various engineers to ensure that he has the required experience, skillset, and tools to complete a job. if required training of an engineer must be done to ensure the engineer has all required details and knowledge of SOPs for the completion of a certain job prior the scheduled time.

Daily work activities that you’ll perform under this role.

Evaluation and training of all Engineers for day-to-day activities.
Assist field engineer in diagnosing and troubleshooting various IT issues.
Liaise with clients through a series of proactive actions, via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. operations, finance or HR)
Provide prompt and effective feedback to clients/internally
Ensure all issues are properly logged and all situations are dealt in manner to make a win-win situation
Prioritize and manage several open incidents at one time without any delays
Prepare accurate and timely reports to ensure SLA breach
Document technical knowledge in the form of notes and manuals to standardize ticket resolution.