JOB TITLE: Technical Support Engineer
JOB LOCATION: Lagos, Nigeria
Industry: IT Services
Work Model: Flexible
JOB DETAILS:
- We are looking for a dedicated Technical Support Engineer to provide enterprise-level assistance to our customers in a timely and satisfactory manner.
- In this role, your duties will include assisting customers with application installations, resolving queries via our support platform, and escalating serious issues to the software development team.
- You will use email, phone, chat applications, and on-site visit to give clients quick resolution to IT issues.
- You will implement new software applications and upgrades and observe their development, review error logs, oversee source code repositories and software configurations, and work with third-party software vendors as needed.
- If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
Responsibilities
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- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Ask customers targeted questions to understand the root of the problem quickly
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Refer to internal database or external resources to provide accurate tech solutions
- Prioritize and manage several open issues at one time.
- Maintain jovial relationships with clients
- Take ownership of customer issues reported and see problems through to resolution
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles.
- Prepare SDDs (solution design documents)
- Organize, prepare for and handle QAT sessions.
- Follow the SLA for issues with respect to the severity.
- Engage on-site visit to client premises when the need arises.
Requirements and Skills
- B.S Degree in Information Technology, Computer Science or relevant field
- Proven work experience as a Support Engineer or similar role (Experience is ProcessMaker or UiPath would be highly considered)
- Work Experience: 1-3 years
- Basic scripting, programming, and coding.
- Hands-on experience with Windows/Linux/Mac OS environments
- Knowledge-based systems (KBS), PHP, C#, vb.NET, JavaScript, Python, or similar scripting languages, Microsoft SQL, MySQL, or PostgreSQL, NoSQL databases
- Remote software, Cyber security, Virus protection software, Backup software, Network monitoring software
- Knowledge of operating systems, web services, and API.
- Knowledge of remote access systems such as Zoho Assist, AnyDesk, etc.
- Exceptional ability to prioritize and diagnose IT problems.
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and troubleshoot basic technical issues and SaaS solutions.
- Proficiency in remote desktop and helpdesk software, such as Zendesk and Zoho Desk.
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
Benefits
Gross Monthly Salary: N250,000 (Before Tax)
Application Closing Date
Not Specified.
Apply Now
Note
- Only apply if you meet the requirements as non-fit applications will be discarded
- Due to the volume of applications received, we may not be able to get back to unsuccessful applicants.
Job Features
Job Category | Engineering / Technical |