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Technical Support Engineer

Technical Support Engineer

AstekRiyadh, Riyadh Region, Saudi Arabia
منذ أكثر من 30 يومًا
الوصف الوظيفي

Overview

We’re looking for a motivated Technical Support Engineer to join our client's IT Services team. You’ll play a key role in delivering fast, expert assistance for their software, hardware, and systems, ensuring customers stay productive and confident. The role blends hands-on troubleshooting, knowledge-base creation, and continuous improvement of our support processes.

Responsibilities

  • Respond to customer inquiries via phone, email, live chat, or ticketing system (Zendesk, Jira, ServiceNow) with professionalism and speed.
  • Identify, diagnose, and resolve issues across software, hardware, networks, and operating systems.
  • Implement effective solutions; escalate complex cases to senior engineers or other departments when needed.
  • Log detailed records of interactions, issues, and resolutions in the ticketing platform.
  • Write and update FAQs, how-to articles, and technical documentation to empower self-service and reduce repeat tickets.
  • Guide users through step-by-step procedures, ensuring clear understanding of product features and troubleshooting steps.
  • Relay customer insights to product, engineering, and sales teams to drive continuous improvement.
  • Stay current with product releases, industry trends, and best practices.
  • Participate in an on-call rotation for after-hours or weekend critical incidents (if applicable).

Required Qualifications

  • Bachelor’s degree in Computer Science, Software Engineering, IT, or a related technical field (or equivalent experience).
  • Proficiency with Java, Spring Boot, and Angular.
  • Experience creating and maintaining SQL Server objects (tables, views, stored procedures).
  • Hands-on experience working in Scrum or Kanban environments.
  • Strong understanding of object-oriented concepts.
  • Familiarity with Git and build tools such as Jenkins, Bamboo, Maven.
  • Ability to develop / consume SOAP and REST APIs.
  • Solid proficiency in Windows and Linux administration.
  • Knowledge of TCP / IP, DNS, DHCP.
  • Experience with remote desktop and support software.
  • Competence in PowerShell (or comparable scripting language).

    • Core Competencies

  • Strong problem-solving skills with the ability to diagnose complex, multi-layered technical issues.
  • Excellent written and verbal communication, enabling clear guidance for customers of varying technical backgrounds.
  • Ability to work collaboratively with product, engineering, and sales teams to deliver integrated solutions.
  • Commitment to documenting processes, maintaining knowledge-base quality, and adhering to security and compliance standards.
  • Quick learner who stays up-to-date with emerging technologies and contributes to automation initiatives.

    • Seniority level

  • Associate

    • Employment type

  • Full-time

    • Job function

  • Information Technology

    • Industries

  • IT Services and IT Consulting

    • #J-18808-Ljbffr

    إنشاء تنبيه وظيفي لهذا البحث

    Technical Support Engineer • Riyadh, Riyadh Region, Saudi Arabia