Support Engineer
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Key skills for this role
About the Role
eSense is hiring a Mid Support Engineer to provide first-level support for projects and products. The role involves advanced troubleshooting, guiding junior team members, and collaborating with higher support levels to ensure client satisfaction and SLA adherence.
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
- Escalate highly complex or unresolved issues to higher support levels or specialized teams
- Assist in creating and updating support documentation and knowledge base articles
- Maintain effective communication with clients and internal teams
- 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
Full Job Posting
Position Overview
- Mid Support Engineer provides first level support to clients for projects and products.
- 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 requiring intermediate knowledge.
- Provide detailed business and technical guidance and solutions.
- Log all support activities, issues, and resolutions in ticketing system.
- Escalate highly complex or unresolved issues to higher support levels.
- Assist in creation and updating of support documentation and knowledge base articles.
- Maintain effective communication with clients and internal teams.
- 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.
- Excellent communication skills.
- 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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