AppSierra Solutions - L2 Technical Support Engineer - Ticketing System (2-5 yrs)

Description :

We are seeking a dedicated and skilled Technical Support Engineer (L1 and L2) to join our dynamic team. As a key player in our support department, you will be responsible for providing high-quality technical assistance to our clients and ensuring that their issues are resolved in a timely manner.

This role requires a strong understanding of technical systems and excellent problem-solving skills. You will be the first point of contact for our customers, guiding them through the troubleshooting process, and providing them with the necessary support to overcome technical challenges. In this role, you will also collaborate with various teams to escalate and resolve complex issues.

A successful Technical Support Engineer will exhibit a strong customer service orientation and a keen ability to communicate technical information clearly. Your contributions will directly impact the satisfaction of our customers and the overall efficiency of our support operations. If you are passionate about technology, enjoy helping others, and have the skills necessary to succeed in a fast-paced environment, we encourage you to apply.

Join us in our mission to deliver unparalleled support to our customers and help them achieve their goals through effective technical solutions.

Responsibilities :

- Respond promptly to customer inquiries and provide technical support over multiple channels including phone, email, and chat.

- Diagnose and troubleshoot hardware and software issues for customers, escalating as necessary to L2 support.

- Maintain detailed records of support issues, resolutions, and follow-up actions in our ticketing system.

- Provide clear and concise documentation for common technical issues and their resolutions to facilitate knowledge sharing.

- Assist in the development and maintenance of technical documentation and support materials for customers and internal teams.

- Collaborate with product teams to convey customer feedback and suggest improvements based on support interactions.

- Conduct follow-up communication with customers to ensure issues have been resolved satisfactorily.

Requirements :

- Bachelor's degree in Computer Science, Information Technology, or a related field preferred.

- Proven experience in a technical support role, ideally in a L1/L2 capacity.

- Strong understanding of operating systems, networking, and basic hardware troubleshooting techniques.

- Excellent communication skills both verbal and written, with a focus on customer service and relationship building.

- Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment.

- Familiarity with ticketing systems and remote desktop applications.

- Certifications such as CompTIA A+, Network+, or equivalent are a plus.