Support Engineer - Umhlanga at Ignition Group

Responsibilities: 

Troubleshooting 

• Conducting in-depth analysis of reported issues to determine root causes. 
• Utilizing debugging tools, logs, and diagnostic utilities to isolate problems. 
• Collaborating with other technical teams to investigate complex issues that require specialized knowledge. 

Customer Support 

• Providing timely and courteous assistance to customers, ensuring their questions and concerns are addressed promptly. 
• Managing customer expectations regarding issue resolution times and providing regular updates on progress. 
• Empathizing with customers and demonstrating patience and professionalism, especially in high-pressure situations. 

Documentation 

• Creating clear and comprehensive documentation for internal and external use, including troubleshooting guides, API references, and release notes. 
• Ensuring documentation is regularly updated to reflect changes in products or services. 
• Organizing documentation in a user-friendly manner to facilitate easy access and searchability. 

Communication 

• Articulating technical concepts in a clear and understandable manner, tailored to the audience's level of expertise. 
• Actively listening to customer feedback and conveying it to relevant teams for consideration. 
• Providing timely and accurate updates to customers and stakeholders regarding issue status and resolution progress. 

Collaboration 

• Participating in cross-functional meetings to share insights and collaborate on resolving complex issues. 
• Advocating for customers by effectively communicating their needs and priorities to product development and management teams. 
• Building strong relationships with colleagues across different departments to foster a collaborative work environment. 

Continuous Improvement 

• Analysing support metrics and customer feedback to identify trends and areas for improvement. 
• Proactively suggesting process enhancements or tools that can streamline support workflows and improve efficiency. 
• Actively participating in training sessions and knowledge-sharing initiatives to stay updated on new technologies and best practices in customer support. 

Requirements

Knowledge, skills and attributes: 

• Working knowledge of Windows Operating Systems and iOS. 
• Working knowledge of the Microsoft Office suite of applications. 
• Demonstrates a professional attitude to all customers. 
• Good communication skills, both written and verbal. 
• Ability to prioritise and handle multiple issues simultaneously. 
• Attention to detail. 
• Good problem-solving skills.

Education and training: 

• National Senior Certificate or NQF 4 equivalent. 
• Degree in Information Technology, Computer Science or relevant field.
• Technical qualification, A+, N+, MCSE, Linux, Cisco or similar technologies.
• ITIL Foundation Certified (preferred) 

Experience: 

• Minimum 4-6 years relevant experience in a similar role.
• Experience with diagnostic and troubleshooting, including use of remote desktop applications and help desk software. 
• Experience in a service management and operations role and service desk environment. 
• Experience installing and configuring computer systems and applications. 
• Hands-on experience with Windows/Linux/Mac OS environments.