Support Engineer - ITSM, Telecom

Job Summary

The Support Engineer plays a critical role in ensuring customer satisfaction by effectively resolving technical issues and support tickets. This entry-level position focuses on troubleshooting, documentation, and customer interaction, contributing to the overall operational efficiency and service quality of the organization.

Key Responsibilities

1. Troubleshoot And Resolve Client-Reported Tickets Using Diagnostic Tools And Product Knowledge, Ensuring Adherence To Defined Standards Of Time, Cost, And Quality.
2. Document Troubleshooting Processes, Ticket Resolutions, And Best Practices To Create A Comprehensive Knowledge Base For Future Reference.
3. Interface With Customers To Clarify Ticket Details And Provide Timely Updates, Ensuring A Clear Understanding Of Issue Resolution Progress.
4. Stay Updated On The Latest Technologies And Industry Trends Relevant To Product Support To Enhance Problem-Solving Capabilities And Service Delivery.

Skill Requirements

1. Basic Understanding Of Product Support Processes And Ticketing Systems.
2. Familiarity With Troubleshooting Techniques And Tools Used In Technical Support.
3. Fundamental Knowledge Of Itsm Principles And Practices.
4. Basic Communication Skills For Effective Customer Interaction.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For Improving Service Management Skills.