Technical Support Engineer

"● Provide first-level technical support via phone, email, and chat to customers and internal teams.
● Troubleshoot and diagnose hardware and software issues, providing timely resolutions.
● Document all support interactions in the ticketing system, ensuring accurate records of issues and resolutions.
● Collaborate with engineering and product teams to escalate and resolve complex technical problems.
● Develop and maintain technical documentation, FAQs, and knowledge base articles for both customers and support staff.
● Train and guide customers on product features and best practices.
● Monitor and analyze support metrics to identify trends and improve service quality.
● Stay updated on product updates, new features, and industry trends to enhance support capabilities.
● Perform all their tasks in line with their organization’s/clients’ policies, procedures, and best practices; and
● Interact regularly with their team members, clients, sales teams, and engineering teams.

Qualifications:
"● At least 2 years of experience in a technical support role, specifically with network infrastructure;
● Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience;
● Customer-oriented mindset with a focus on delivering high-quality support;
● Strong understanding of network systems, protocols, and troubleshooting techniques;
● Excellent communication skills, both verbal and written;
● Strong problem-solving abilities and attention to detail;
● Ability to work independently and as part of a team;
● Ability to multitask and meet timelines on deliverables; and
● Detail-oriented, Analytical, and has problem-solving skills.