Application Support Engineer

Role & responsibilities:

• Provide technical support and troubleshooting assistance to clients via email, phone, or remote access.
• Diagnose and resolve technical issues related to hardware, software, and network systems.
• Collaborate with the engineering and development teams to identify and resolve product defects.
• Maintain detailed records of client interactions and support cases.
• Ensure client satisfaction by addressing and resolving their issues in a timely and efficient manner.
• Assist in the installation and configuration of software applications and hardware components.
• Stay updated on industry trends and new technologies to enhance support capabilities.
• Create and update technical documentation and knowledge base articles.
• Escalate complex technical issues to senior support staff or development teams.

Provide feedback to improve the quality of products and services.

Skills & Qualification:

• Bachelors degree in computer science, Information Technology, or a related field (or equivalent experience).
• Proven experience in technical support or a related role.
• Strong knowledge of operating systems, networking, and software applications.
• Familiarity with diagnostic tools and techniques for identifying hardware and software issues.
• Excellent problem-solving and communication skills.
• Ability to work well independently and as part of a team.
• Customer-oriented attitude with a commitment to delivering exceptional service.
• Certification in relevant technologies or platforms is an added advantage.

Strong organizational and time management skills.