Senior Tech Support Engineer
4 weeks ago
**About the role**:
**Job Purpose**:
The Senior Tech Support Engineer is responsible for quality and overall skills enhancement of the team.
**Key Activities & Deliverables**:
- Acts as escalation level within the team
- Create, validate, and update process documents and knowledge documents
- Technical knowledge and overall skills enhancement
- Coordinate with Run L2 Team for any performed or proposed changes to the service
- Work closely with the Customer Service Desk & Support teams management for business and support related enhancements
- Own Complex and Major Incidents Management part for Incident Management
**About you**:
**Education and Experience**:
- Bachelor's degree in Engineering or equivalent experience
- 1-3 years’ Customer Service Experience with Technical Background
- Certificate is a plus: ITIL, CCNA, VCP
**Technical Knowledge**
- Technical experience with troubleshooting, diagnosing, and resolving problems
- Networks Knowledge Experience
- Broad knowledge of virtual environments & Cloud Computing
- Advanced knowledge /Certificate in different technology is a plus**Additional information**:
**Soft Skills and Abilities**:
- Proficient English, and French is a must
- Clear Communication Skills with ability to use positive language
- Strong telephone etiquette skills
- Excellent customer service skills
- Knowledge of common concepts, practices, & procedures for end user technical support.
- Strong problem solving and research skills
**Contract**:
Regular
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