CellPoint Digital

Support Engineer

• Act as the first point of contact for clients, resolving basic issues and escalating complex problems
• Continuously monitor key system events in real-time to track system health, uptime and alerts
• Perform hourly monitoring of payment transactions and document findings for reporting and process improvement
• Liaise with the L2 team on escalated issues, providing detailed incident reports for handover
• Oversee and manage service requests, ensuring timely and effective responses
• Track progress and update stakeholders on the status of their requests
• Support higher-level support teams and contribute to improving overall customer satisfaction
• Work in 24x7 rotational shifts as required

L1 Support Engineer