Solution Support Engineer

Job Responsibilities

Provide remote technical support to customers via telephone, e-mail, remote desktop sharing tool and other appropriate means for products & services. Taking ownership of customer issues reported and seeing problems through to resolution Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams In line with service level targets, accountable for cases that logged by customers and manage them to resolution effectively and proactively Provide prompt and accurate feedback to customers Prioritize and manage several open issues at one time Follow up with clients to ensure their systems are fully functional after troubleshooting Document technical knowledge in the form of notes and manuals Deliver the best customer experience by adhering to the Company policies and procedures.

Educate and guide customers on application problems, how to use and how to configure them.

Qualifications

& Requirements At least 3 years’ experience in relevant industry. Diploma/Degree in Computer Science/IT Additional certification in Microsoft, Cisco or Linux or similar is added advantage Minimum of 3 years of work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Able to troubleshoot client-server environment using event viewer and other log reading tools Understand the network related commands, eg: netstat, nslookup, telnet Understand Active Directory, LDAP, Domain Controller and able to troubleshoot related issues Understand IIS (web services) and able to troubleshoot the related issues.

Familiar and hands on with role instalment in windows server 2012/2016 Understand SMTP, DNS, SNMP functions in server environment Experience in managing MySQL or MS SQL Databases will be added advantage Experience with Papercut, Equitrac, YSoft, e. Copy, etc. will be an added advantage.