Dots Africa

Support Engineer

• Assist clients with appointment booking for installations and liaise with internal teams to streamline delivery.
• Guide clients through installations via Teams/AnyDesk, troubleshoot issues, and escalate when needed.
• Travel to clients' premises when required for troubleshooting and installations.
• Monitor system activity to ensure application processing is occurring as expected and proactively resolve anomalies or escalate.
• Handle password resets, MFA issues, user account tasks, and manage user profiles securely.
• Monitor support tickets or systems, initiate first-tier fixes, and escalate complex issues to TechOps as needed.
• Maintain accurate logs of installation processes and technical resolutions; create client-facing guides.
• Provide attentive and timely client support, follow-ups to ensure satisfaction and smooth outcomes.
• Work alongside the TechOps Specialist and other technical operations team members.

Application Support Technician