Support engineers, or more specifically technical support engineers, address customer questions and concerns regarding their company's products. This job involves answering incoming phone calls from customers and troubleshooting technical problems.

Daily Activities / Routine Tasks

1. Providing high-quality technical support

2. Programming in a number of programming languages such as java,C,C#python etc

3. Documenting projects

4. Deliver effective technical customer support to customers

5. Taking ownership of technical issues, and working with our Development group to resolve more advanced issues when necessary

6. Resolving escalated customer complaints without the need for team lead intervention

7. Documenting troubleshooting and problem resolution steps

8. Participation in providing training to customers as required

9. Monitoring ticketing systems & answering ticket requests

10. Monitor mail servers to ensure uptime & smooth functionality

11. Monitor clients' core network/business resources to ensure uptime & smooth functionality

Main Activities

Monitor Mail systems: troubleshoot outage, ensure safety from spam & hackers

Support Enterprise Resource Planning system: continuously teaching & helping staff use the system to business processes

Planning for Backup of all system Databases and ensure recovery in case of disaster

Key Knowledge Areas

Programming: systems implementation and maintenance

Networking: Monitor clients' core network/business resources to ensure uptime & smooth functionality

Linux: implementing, maintaining & troubleshooting many of the existing software systems and being conversant with Linux operating system as many of the servers run on Linux

Key skills

1. Knowledge of Windows, linux and general desktop support issues

2. Knowledge of DNS(Domain Name Service), TCP/IP and other networking concepts

3. Experience with web site development, HTML, and SQL a plus

4. Written and verbal skills

5. Excellent phone etiquette as Support Engineers occasionally answer phone calls responding to client's queries

6. Firm grasp of how the web works, networking, and software products

7. Internet marketing

8. Creative solutions to unique problems.