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Support Engineer

2 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Sundus Full time
Roles and responsibilities

We are hiring an L1 End-User SupportEngineer to provide first-level support for technical issues facedby users. The ideal candidate should have experience introubleshooting hardware, software, and networking issues, and befamiliar with key support tools like SolarWinds, Dynatrace,ServiceNow, and Nexthink.

KeyResponsibilities

  • User Support & IncidentDetection:
  • Provide initial support for issuesrelated to desktops, laptops, printers, and mobiledevices.
  • Use tools like Nexthink to monitor andanalyze endpoint performance and userexperience.
  • Escalate unresolved or complexissues to L2 teams through ServiceNow.
  • Hardware& Software Troubleshooting:
  • Assist withtroubleshooting for hardware peripherals and connectivityissues.
  • Support software installations,updates, and configurations on userdevices.
  • Use SolarWinds and Dynatrace forendpoint performance and healthanalysis.
  • Incident Management &Resolution:
  • Log all incidents in ServiceNow,categorize by priority, and resolve or escalate asrequired.
  • Track open incidents for timelyresolution.
  • Keep users informed about statusand resolution steps.
  • User Account &Access Management:
  • Support user account setup,password resets, and VPN or network access.
  • UseNexthink for endpoint activity and usageanalytics.
  • Documentation & UserTraining:
  • Document troubleshooting steps andresolutions for internal knowledgesharing.
  • Educate users on best practices forusing their devices and common issues.

RequiredQualifications

  • Experience: 1-3 years in technicalsupport or helpdesk roles.
  • Technical Skills:Basic knowledge of operating systems, productivity tools, andhardware troubleshooting.
  • Tools: Experiencewith monitoring tools like SolarWinds, Dynatrace, Nexthink, andincident platforms like ServiceNow.
  • CustomerService & Problem-Solving Skills: Strong customer focus andtechnical troubleshootingability.
  • Communication: Strong verbal andwritten communication skills.

PreferredQualifications

  • Certifications like CompTIA A+ orITIL Foundation.
  • Experience in a 24x7 supportenvironment.
Desired candidate profile

1. TechnicalExpertise

  • ProductKnowledge : In-depth understanding of the product orservice being supported, whether it's software, hardware,or both. This includes features, functionality, and commonissues.
  • Troubleshooting :Ability to diagnose and resolve technical problems efficiently.This includes identifying root causes, providing solutions, andresolving issues remotely oron-site.
  • Systems andNetworking : Understanding of operating systems(Windows, Linux, macOS), networking principles (TCP/IP, DNS, VPN),and server management (DNS, DHCP,firewalls).
  • DatabaseKnowledge : Proficiency in working with databases(SQL, NoSQL) to troubleshoot data-related issues, queries, andperformance concerns.
  • SoftwareDevelopment & Scripting : Familiarity withcoding or scripting languages (e.g., Python, Bash, JavaScript) toautomate tasks or understand software-related issuesbetter.

2. CustomerServiceSkills

  • ClearCommunication : The ability to explain complextechnical issues in a simple, understandable manner, especiallywhen interacting with non-technicalusers.
  • Empathy andPatience : Offering exceptional customer service byremaining calm, patient, and empathetic in difficult situations,ensuring customers feel heard andsupported.
  • ProblemResolution : Ability to manage client expectations,handle complaints professionally, and offer satisfactorysolutions.
  • DocumentationSkills : Writing clear and concise knowledge basearticles, FAQs, and user manuals, and logging support cases withdetailedinformation.

3.Analytical and CriticalThinking

  • LogicalProblem Solving : Ability to break down complexissues and analyze them systematically to arrive at efficientsolutions.
  • Prioritization :Managing multiple support requests by assessing urgency and impact,and providing timely resolutions based onpriority.
  • DataAnalysis : Using data to identify trends, diagnoserecurring issues, and suggest improvements or solutions to preventfuture problems.

4.Attention toDetail

  • PreciseTroubleshooting : Ensuring no detail is overlookedwhen diagnosing technical problems, as even small issues can affectthe overall performance orfunctionality.
  • Testing andVerification : After providing solutions, ensuringthat the fix works by performing thorough testing and verificationto avoid recurringissues.
  • DocumentationAccuracy : Keeping records of support cases andresolutions in an organized manner for future reference or forsharing with theteam.

5. TimeManagement

  • EfficientTask Handling : Effectively managing multiplerequests or tickets in a timely manner while maintaininghigh-quality service.
  • MeetingDeadlines : Responding to support tickets withinestablished timeframes, and ensuring resolutions are providedpromptly to minimizedowntime.
  • WorkloadPrioritization : Identifying and addressing criticalissues first, while managing routine requests in an efficientmanner.

6. TechnicalSupportTools

  • TicketingSystems : Experience with support ticketing systemssuch as Jira, Zendesk, ServiceNow, or Freshdesk for managingcustomer inquiries and troubleshootingprocesses.
  • Remote SupportTools : Proficiency with remote desktop tools (e.g.,TeamViewer, LogMeIn, AnyDesk) for diagnosing and resolvingtechnical issuesremotely.
  • VersionControl : Understanding of version control systems(e.g., Git) for troubleshooting or supporting development anddeployment processes.
Key Skills
Engineering Mathematics,ServiceSupport,Technical Support Professional
Employment Type : Full-time
Department / Functional Area: Engineering
Experience: years
Gender: Male
Vacancy: 1