Support Engineer

• Perform tests in the client's environment to reproduce and identify the root cause of reported issues, analyzing and acting on evidence of technical or functional incidents to ensure accurate resolution.
• Contribute to the creation of training materials for users and team members, and maintain the research library and knowledge management repository.
• Ensure, in agreement with the team, that all department tickets are properly identified, assigned to an owner, and recorded in the correct workflow.
• Manage the SLAs for tickets under your responsibility, ensuring adherence to agreed deadlines.
• Monitor tickets in backlog and those without an assigned owner, ensuring correct assignment and recording in the appropriate workflow.
• Document solutions identified during ticket handling to facilitate future reference in similar situations.
• Handle tickets within the contracted SLA, resolving them or escalating them to the appropriate team.
• Provide technical support to resolve problems and incidents, ensuring quality and responsiveness in service.

Mid-level Systems Support Analyst

Job Level

Tech Stack

About the role

Requirements

Applicant Tracking System Keywords

Hard skills

Soft skills

Certifications