Support Engineer
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Key skills for this role
About the Role
eSense is seeking a Mid Support Engineer to provide first-level support to clients, handling intermediate troubleshooting and ensuring smooth project operations. The role requires a Bachelor's degree in a related field and 2-5 years of technical support experience.
Key Skills for This Role
Responsibilities
- Handle support requests from clients requiring intermediate knowledge of projects and products
- Provide detailed business and technical guidance and solutions to clients and end users
- Log all support activities, issues, and resolutions in the ticketing system with precision and clarity
- Escalate highly complex or unresolved issues to higher support levels or specialized technical teams when necessary
- Assist in the creation and updating of support documentation and knowledge base articles
- Maintain effective communication with clients and internal teams to ensure timely resolution and satisfaction
- Contribute to ongoing process improvements for support services and client experience
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field
- 2–5 years of experience in technical support, system administration, or related roles
- Basic understanding of hardware, software, networks, and enterprise support tools
- Strong analytical and problem solving skills
- Excellent communication skills
- Ability to handle multiple support cases and prioritize effectively
- Capable of understanding advanced product features and client specific requirements swiftly
- Experience with supporting enterprise level applications or systems is a plus
Full Job Posting
Position Overview
- Mid Support Engineer provides first level support to clients for projects and products offered by the company.
- Involves advanced troubleshooting and support to ensure smooth project and product operations.
- Requires deeper understanding of products, technical skills, and ability to handle challenging support cases.
Key Responsibilities
- Handle support requests from clients that require intermediate knowledge related to projects and products.
- Provide detailed business and technical guidance and solutions to clients and end users.
- Log all support activities, issues, and resolutions in the ticketing system with precision and clarity.
- Escalate highly complex or unresolved issues to higher support levels or specialized technical teams when necessary.
- Assist in the creation and updating of support documentation and knowledge base articles.
- Maintain effective communication with clients and internal teams to ensure timely resolution and satisfaction.
- Contribute to ongoing process improvements for support services and client experience.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 2–5 years of experience in technical support, system administration, or related roles.
- Basic understanding of hardware, software, networks, and enterprise support tools.
- Strong analytical and problem solving skills for complex troubleshooting.
- Excellent communication skills to interact effectively with clients and technical teams.
- Demonstrated ability to handle multiple support cases and prioritize effectively.
- Capable of understanding advanced product features and client specific requirements swiftly.
- Experience with supporting enterprise level applications or systems is a plus.
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