Technical Support Engineer II
24 hours ago
Role Objectives
As a Technical Support Engineer II, I diagnose and troubleshoot technical issues, ensuring adherence to SLAs. I collaborate with engineering teams to escalate and resolve production problems, communicate with various stakeholders, and conduct daily health checks and monitoring. Additionally, I provide guidance to team members, prepare detailed incident reports for management, and analyze recurring issues and trends for proactive resolution.
Roles & Responsibilities:
- Diagnose and troubleshoot technical issues, serving as the first line of support to ensure swift resolution.
- Handle support tickets received through various channels, ensuring resolution within the agreed Service Level Agreements (SLAs).
- Communicate with the engineering team to escalate production problems, discuss solutions, and share technical logs for thorough issue resolution.
- Liaise with various stakeholders, including commercial, operations, and engineering teams, to address and resolve technical issues efficiently.
- Conduct daily health checks and system monitoring to proactively identify potential issues.
- Provide support and guidance to team members in their daily tasks, fostering a collaborative work environment.
- Prepare detailed reports for global incidents and share insights with the management team for informed decision-making.
- Analyze recurring issues and abnormal trends to develop and implement effective long-term solutions.
REQUIRED EDUCATION, KNOWLEDGE, AND SKILLS
- Bachelor degree in Information Systems, Computer Science, or related field.
- 1-2 years of experience as a support engineer.
- Familiar with database, scripting, APIs & basic programming concepts.
- Excellent presentation and communication skills.
- Excellent analytical and problem-solving skills
- Highly organized with strict adherence to deadlines.
- Familiar with Agile concepts will be a plus
- Experience in Odoo is a plus.
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