Technical Support Engineer

Description

Summary: We are seeking a highly skilled and customer-focused Technical Support Engineer responsible for diagnosing, troubleshooting, and resolving complex technical issues for customers. Highlights: 1. Diagnose and resolve hardware, software, network, and system issues. 2. Provide step-by-step technical guidance and maintain high customer satisfaction. 3. Collaborate with Engineering to improve product reliability and processes. **Job Title: Technical Support Engineer** **Department:** Customer Support / IT Operations **Reports To:** Support Team Lead or Support Manager **Employment Type:** Full\-time/Part\-time **Job Summary** We are looking for a highly skilled and customer\-focused **Technical Support Engineer** to join our support team. You will be responsible for diagnosing, troubleshooting, and resolving complex technical issues for our customers or internal users. The ideal candidate bridges the gap between software development and end\-user assistance, providing both reactive support and proactive system improvements. **Key Responsibilities1\. Technical Troubleshooting \& Resolution** * Diagnose and resolve hardware, software, network, and system issues reported by customers or internal employees. * Recreate customer issues in test environments to identify root causes. * Escalate unresolved issues to Level 3 support or Engineering teams with detailed documentation. **2\. Customer \& User Support** * Respond to support tickets, chats, emails, and phone calls within agreed SLAs. * Provide step\-by\-step technical guidance to non\-technical users. * Maintain a high customer satisfaction (CSAT) score through professional, empathetic communication. **3\. System Administration \& Maintenance** * Monitor system performance, logs, and alerts to identify potential failures before they impact users. * Perform routine maintenance, patch management, and user account administration (e.g., Active Directory, Jira, Salesforce, cloud platforms). * Assist in deploying software updates, hotfixes, or configuration changes. **4\. Documentation \& Knowledge Management** * Create and maintain internal and external knowledge base articles, FAQs, and troubleshooting guides. * Document common issues and workarounds to reduce repeat tickets. * Train junior support staff or customers on system usage. **5\. Collaboration \& Continuous Improvement** * Partner with Engineering and Product teams to report bugs, suggest feature enhancements, and improve product reliability. * Participate in on\-call rotation for after\-hours critical incident support. * Identify recurring issues and propose process or tool improvements. **Required QualificationsEducation \& Experience** * Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience). * 2–5 years of experience in a technical support, help desk, or system administration role. **Technical Skills** * **Operating Systems:** Windows, macOS, and Linux (command line basics). * **Networking:** TCP/IP, DNS, DHCP, VPN, firewalls, basic routing. * **Databases:** Ability to write basic SQL queries (e.g., MySQL, PostgreSQL). * **Scripting:** Basic scripting (Bash, PowerShell, or Python) for automation and log analysis. * **Support Tools:** Jira Service Management, Zendesk, Freshdesk, or ServiceNow; remote desktop tools (TeamViewer, AnyDesk). * **Cloud/Web:** Familiarity with AWS, Azure, or GCP; REST APIs; web servers (Apache, Nginx, IIS). **Certifications (Preferred but not required)** * CompTIA A\+, Network\+, Security\+ * Microsoft Certified: Azure Fundamentals or Modern Desktop Administrator * ITIL Foundation * Cisco CCNA Pay: QAR78,000\.00 \- QAR145,000\.00 per year Work Location: In person