Technical Support Engineer at Identigate

JOB RESPONSIBILITIES

• Monitor Systems uptime, attempt to resolve downtime or errors, and escalate issues based on given service levels
• Monitor and update end-user applications and systems
• Set up and configure new and existing client applications and portals
• Control and manage existing and new client applications and portals
• Train end users on how to use Identigate Systems
• Collect and consolidate client issues and feedback and report the same to responsible technical teams for resolution, system updates, and changes.
• Keep clear records of technical issues and feedback from active client accounts
• Research and identify solutions to end-user applications (web and mobile) and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and system configuration
• Take clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their end-user applications are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain cordial relationships with clients

KEY COMPETENCES

• Minimum Bachelor of Science in Information Technology, computer science, or equivalent
• Minimum B Plain High School Score. A score of B or Higher in STEM (Science, Technology, Engineering & Mathematics) Subjects shall have a higher advantage.
• Strong communication skills and ability to work collaboratively with cross-functional teams including developers, sales, project management, and other engineers.
• Great client relations management
• Ability to work independently, manage priorities, and deliver high-quality work within tight timelines.
• Experience with technical or customer support in a software field.

ORGANIZATIONAL ALIGNMENT

• Reports to the Technical Manager (Directly) and Executive Leadership Team.
• Works closely and collaboratively with the System Engineers, Project Management, sales, and account teams.

ACCOUNTABILITIES AND PERFORMANCE MEASURES

• Accurately maintains task details and reports on the same on a weekly basis.
• Maintains timetables and ensures all deadlines are met. Must be flexible and display initiative in working on new tasks.
• Keeps an accurate record of projects’ status and informs management of any delays or key issues.
• Administrative tasks are accomplished carefully and thoroughly, with appropriate questions asked when necessary to ensure that the job is done correctly.
• Meets all deadlines as indicated by the immediate supervisor