Key Responsibilities

• Act as the main point of contact for escalating, addressing, and resolving secondary-level technical issues.
• Effectively troubleshoot and resolve a range of product-related incidents within established timeframes.
• Adhere to and uphold technical documentation and procedures to provide solutions. When necessary, document new technical processes.
• Identify and resolve technical problems through diagnosis and troubleshooting.
• Ensure the accurate logging of all issues.
• Pose specific questions to customers in order to rapidly grasp the core of the issue.
• Strive for a high level of quality by testing your own work before final delivery.
• Effectively manage work items to their resolution with an agile approach, employing Kanban or Scrum methodologies.

Key Skills & Experience

• Demonstrated professional experience in the capacity of a Technical Support Engineer, Application Support Engineer, or a comparable role.
• Proficiency in adhering to and enhancing technical documentation.
• A solid grasp of computer systems, applications, configurations, Microsoft Office 365 applications, and Windows environments.
• Proficiency in utilizing command line interfaces (CLIs).
• Outstanding problem-solving and communication abilities.
• Capability to offer detailed technical assistance through both written and verbal instructions.
• Robust organizational and technical aptitude, with the capacity to manage workload priorities and operate independently.