Technical Support Engineer (L2)
Vng Solutions
Responsibilities
- Troubleshoot and diagnose technical problems with business applications.
- Provide clear and concise instructions to customers to resolve technical issues.
- Ensure the response time and successful resolution of customer issues within the imposed timeframe as per Service Level Agreement (SLA).
- Escalate complex issues to senior technicians when necessary.
- Maintain a positive and professional demeanor when interacting with customers.
- Stay up-to-date on the latest technology trends and advancements.
- Document technical issues and solutions for future reference.
- Contribute to the development and improvement of team’s knowledge base.
- Ability to provide training, knowledge transfer and support to other team members
Requirements
- Minimum of 2+ years of hands-on experience in a technical support role.
- Good analytical, problem-solving and troubleshooting skills.
- Good sense of customer service, quality and process-oriented.
- Good English communication (CEFR B1/IELTS 5.0/TOEIC 780 or above) and interpersonal skills.
- Ability to communicate technical information in a non-technical language to users on both spoken and written.
- Ability to work independently and as part of a team.
- Capable and willing to work shifts, provide on-call support, go on-site or travel when required.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
- Experience with enterprise applications relevant to our industry is a plus.
- Familiar with software development life cycle (RUP, Agile, Scrum, …) is a plus.
- Understanding ITIL framework or principle of support service and experience in handling tickets within the SLAs
Why you’ll love working here
- Working in start-up environment, English-speaking, with opportunity to be part of innovation team and global projects.
- Onsite opportunities in UAE (United Arab Emirates) and KSA (Kingdom of Saudi Arabia).
- 13th-month salary, performance bonus
- Premium Health insurance for employees and family members (depending on level), Annual Health Check, Government Insurance in probation
- 14++ days of Annual leave and 5 days of Outing leave
- Lunch allowance and free parking
- Taxi & phone allowance (depending on level)
Vacancy posted 3 days ago
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