Support Engineer

Job Overview:

The Support Engineer at Ello Technology is crucial in ensuring the seamless delivery of IT support and management services. This role involves providing expert technical support managing system performance and collaborating with team leads to achieve organizational and customercentric goals. The Support Engineer will be responsible for resolving technical issues maintaining system functionality and enhancing customer satisfaction through efficient problemsolving and proactive communication.

Requirements

1. Technical Support and Troubleshooting:
   

   • Provide firstline technical support to customers addressing and resolving issues related to user and device management Internet connectivity firewall and WiFi configurations and server and MS365 management.
     
   • Diagnose and resolve technical problems efficiently ensuring minimal disruption to customer operations.
     

2. System Monitoring and Maintenance:
   

   • Utilize AIpowered management tools to monitor customer systems proactively identifying potential issues before they impact business operations.
     
   • Perform routine system maintenance and updates to ensure optimal performance and security.
     

3. Customer Communication:
   

   • Serve as a primary contact point for technical inquiries maintaining clear empathetic and timely communication with customers.
     
   • Explain complex technical issues in an understandable manner to ensure customer trust and satisfaction.
     

4. Collaboration with Team Leads and Account Managers:
   

   • Work closely with the Customer Care Support Team Lead and Customer Care Account Managers to align technical support activities with customer account strategies.
     
   • Participate in collaborative projects and initiatives to enhance customer success and achieve business goals.
     

5. Documentation and Reporting:
   

   • Maintain accurate records of customer interactions technical issues and resolutions.
     
   • Contribute to the development and maintenance of support documentation knowledge bases and FAQs.
     

6. Continuous Learning and Development:
   

   • Engage in ongoing professional development to stay current with the latest technologies and best practices in IT support and management.
     
   • Share knowledge and insights with team members to foster continuous improvement and expertise.
     

Skills and Qualifications:

• Bachelor s degree in Computer Science Information Technology or a related field or equivalent experience.
  
• Proven experience in IT support or a similar technical role.
  
• Strong foundation in network infrastructure device management and cloud services (e.g. MS365 server management).
  
• Excellent problemsolving skills with the ability to diagnose and resolve technical issues effectively.
  
• Strong communication skills with a focus on providing exceptional customer service.
  
• Familiarity with project management and CRM tools.
  
• Ability to work collaboratively within a team and contribute to collective goals.
  
• Commitment to continuous learning and professional development.
  

Personality Profile:

• Analytical and DetailOriented: Keen eye for detail with strong analytical skills for diagnosing and resolving technical issues.
  
• Empathetic Communicator: Understanding and empathetic with excellent communication skills for managing customer expectations.
  
• Adaptive Learner: Eager to learn and adapt to new technologies and challenges.
  
• Collaborative Team Player: Works well with others to achieve common goals and foster a unified approach to customer care.
  
• Resilient ProblemSolver: Maintains composure under pressure with a strong problemsolving attitude.
  
• CustomerCentric: Driven by a desire to deliver value to customers and enhance their satisfaction.
  
• Ethical and Accountable: Adheres to high ethical standards and takes ownership of actions and decisions.
  

Core Responsibilities:

• Provide expert technical support and address customer issues promptly within agreed SLA parameters.
  
• Assist in the preparation and management of accurate Bills of Materials (BOMs) for client projects.
  
• Collaborate with team leads and account managers to ensure cohesive service delivery.
  
• Participate in feedback implementation to enhance service quality continuously.
  

Key Performance Indicators (KPIs):

• SLA Compliance Rate: Achieve a 95% or higher compliance rate.
  
• Customer Satisfaction (CSS) Score: Maintain a CSS score of 95% or higher.
  
• Project Support Efficiency: Ensure a target success rate of 95% in technical project support.
  
• BOM Accuracy: Ensure high accuracy in BOM preparation and management.
  
• Continued Skill Development: Complete all required training and certifications.
  

Benefits