Support Engineer Job Description

Company Details

(C.N) Is a leading innovation organisation dedicated to delivering high-quality solutions thriving on solving complex challenges.

The team of support engineers hold Their primary responsibility to resolve production issues, which often requires a deep understanding of the system architecture and the ability to quickly identify and fix problems. They undergo various reliable strategies using various diagnostic tools to pinpoint the source of the problem.

Job Description

We are looking dedicated support engineer who will be playing an imperative role in ensuring the smooth operation and reliability of software and systems within an organization. Their primary responsibility will be resolving production issues promptly, leveraging their deep understanding of system architecture and diagnostic tools to identify and fix problems efficiently. The candidate should be good at communicating effectively, gathering detailed information, and providing clear solutions, often working under pressure to maintain a calm and empathetic demeanour. This interaction requires not only technical expertise but also strong interpersonal skills to manage customer expectations and maintain satisfaction.

Root cause analysis is a vital component of a candidate's duties. Beyond immediate problem resolution, they should delve deeper to uncover the underlying issues that caused the disruption.

The candidate will be performing all over constant maintenance tasks such as applying software updates, patching security vulnerabilities, and optimizing system performance. They must stay current with technological advancements and best practices to enhance system efficiency and reliability continuously. Integrating various systems within and outside the organization is another important responsibility to be considered, requiring a thorough understanding of APIs, data pipelines, and ensuring data consistency and security. Along with these candidates should be enough active to detect, and address issues in how they impact users ensuring high availability and performance. Overall, the candidate, through their proactive efforts, holds the responsibility of maintaining a robust and reliable technology infrastructure.

Responsibilities

• Candidates should be responsible for responding promptly to production and other issues.
• Managing customer-reported issues gathering information, and other related problems
• Maintaining a high level of customer satisfaction through effective communication and a calm approach
• Conducting thorough analysis identifying the root cause of issues if persist
• Document findings and solutions comprehensively optimising system performance
• Should be responsible for seamless integration within the em
• Configuring APIs, setting up data pipelines and security systems
• Developing and fine-tuning monitoring detected initial issues
• Maintaining holistic documentation and updating knowledge base articles assist in troubleshooting.
• Ensuring documentation is clear, detailed and accessible.

Education

• Should hold a bachelor's degree in Computer Science, Information Technology, or a related field.

Required Skills & Experience

• Prior experience as a Support Engineer or in a similar technical support role.
• Should possess Strong problem-solving skills and the ability to diagnose and resolve complex technical issues.
• Should be proficient in using diagnostic tools and software for troubleshooting.
• Experience with system maintenance, software updates, and security patching.
• Should possess Knowledge of APIs, data pipelines, and system integrations.
• Familiarity with monitoring and alerting systems and best practices.
• The candidate should hold Certifications in relevant areas, such as ITIL, CompTIA A+, or Microsoft Certified: Azure Fundamentals.
• Knowledge of scripting languages (e.g., Python, Bash) for automation and efficiency improvements.