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Technical Support Engineer

Anonymous Employer

Job Summary

Purpose of Position Day to day operations of the organizations network. Organize, install, and support organizations computer systems. Assist the IT Manager

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description/Requirements


Team IT Department

Reporting Structure IT Manager



Key Tasks

• Handling customer technical support cases through phone and email submission

• Research and identify solutions to software issues

• Diagnose and troubleshoot technical issues

• Ask customers targeted questions to quickly understand the root of the problem

• Keep track of users’ system issues until they are resolved by adhering to the agreed timelines

• Talk 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 proper logging of all issues

• Prioritize and manage several open issues at one time

• Follow up with clients to ensure all systems are fully functional after troubleshooting and they are able to use our services in the proper manner

• Maintain client confidence by keeping their information confidential

• User training both internal and external of the various systems.

• Help in deployment of new software

• API support for all our software

• Ensure that customer SLA’s are adhered to



Skills and Experience

Important 

Working knowledge of the Linux Operating System

Working knowledge of Databases

Working developer skills able to troubleshoot application errors

Customer interfacing with ability to deal with client complaints


Others

• Excellent problem solving and trouble shooting skills

• Excellent oral and writing skills

• Knowledge of computer programming

• Knowledge of databases e.g. MySQL

• You are no stranger to APIs and terms used e.g. JSON, XML, HTTP, OAUTH

• Fast learner, self-starter

• Excellent communicator, able to understand issues and discuss them among technical, software development, business-development, and partner stakeholders

• Knowledge and experience with the variants of UNIX

• Ability to work with minimal supervision

• Provide after-hours or weekend support when needed

• 3-4 years in technical support in a busy technical environment

• BS in IT or related field


Working Environment

• Position is office based (locally) Kampala, Uganda

• Normal working hours are 8.30am – 5.30pm

• Fun working environment

• Teamwork

• Regular Team Building


Remuneration Package

• Competitive Salary

• 21 days annual holiday

• Medical Insurance


Important Safety Tips

1. Do not make any payment without confirming with the BrighterMonday Customer Support Team. 2. If you think this advert is not genuine, please report it via the Report Job link below.

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