Specialist - Technical Support Engineering‑2 (225-902)

The Specialist - Technical Support Engineering‑2 plays a crucial role in maintaining and enhancing customer satisfaction by providing timely and effective solutions to technical issues related to software and hardware. This position demands a well-rounded individual with a strong technical background, excellent problem-solving skills, and the ability to lead complex technical troubleshooting processes. Working in a dynamic and fast-paced environment, the specialist will collaborate with cross-functional teams to analyze, diagnose, and resolve customer and product issues, ensuring smooth operation and user satisfaction. Additionally, the role involves continuous learning and adaptation to new technologies to provide the highest level of technical support and guidance to internal teams and customers globally.

Responsibilities

• Provide high-level technical support and expertise to all customer inquiries and issues.
• Diagnose and troubleshoot complex hardware and software problems efficiently and effectively.
• Collaborate with development teams to report and resolve critical product issues and bugs.
• Train and mentor junior technical support engineers to enhance team capabilities.
• Document detailed reports on technical issues, resolutions, and new processes for future reference.
• Manage ticketing systems, ensuring timely follow-up and resolution for all assigned tickets.
• Perform regular analysis of repetitive issues to develop permanent solutions and reduce incident rates.
• Communicate effectively with customers to understand their technical issues and provide appropriate resolutions.
• Identify opportunities for process improvements and contribute to their implementation.
• Maintain up-to-date knowledge of industry trends and emerging technologies relevant to support services.
• Coordinate with other support teams to ensure seamless support and exceptional customer experience.
• Create and update user guides and technical documentation for end-users and technical staff.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• Minimum of 3 years experience in technical support or related field required.
• Strong knowledge of operating systems, networks, and programming languages is essential.
• Proven problem-solving skills with a focus on managing complex technical issues effectively.
• Excellent verbal and written communication skills to interact with various stakeholders.
• Ability to work independently and collaboratively within a team in a fast-paced environment.
• Familiarity with ticketing systems and remote desktop applications for troubleshooting support.
• Demonstrated ability to learn and adapt quickly to new technologies and systems.
• Certification in CompTIA A+, Network+, or similar is a plus but not required.