Technical Support Engineer at SpotOn Connections

Malta, Malta

Posted on Oct 14 2019 (about 2 months ago)

As Technical Support Engineer, you’ll act as the Single Point of Contact (SPOC) during incidents affecting our client’s services, communicating both with internal and external stakeholders.

Responsibilities:
  • Offer 2nd line support and escalate and resolve cases promptly
  • Be an important part in the development life cycle
  • Support via our service management tool, telephone, email or any other internal communication tool
  • Troubleshoot, resolve issues and solve service requests
  • Properly escalate unresolved issues to appropriate internal teams
  • Prioritise and manage several open issues simultaneously
  • Produce custom made reports
  • Document all ongoing activity  
  • Perform system monitoring and act when necessary
  • Generate technical reports focusing on customer complaints and resolutions
  • Proactively work on improving the procedures to enhance our service delivery processes
  • Provide required notifications and updates on all incidents within established service levels
  • Ensure that Incident Management KPIs are recorded and their targets are met
  • Coordinate and act as SPOC with support leaders and technical experts to ensure swift resolution of incidents in accordance with the Incident Management Process
  • Assist in other tasks as directed by the Team Leader
  • Form part of a specialist’s team, available 24/7 (including being available on “stand by”)
     
Requirements:
  • You have experience in Technical support
  • Knowledgeable in MySQL
  • Knowledge in PHP and JavaScript will be considered an asset
  • Hands-on experience with Linux environments
  • You’re analytical and a problem solver with good decision-making skills
  • You’re good at multitasking and prioritising, especially in high-stress situations
  • Fluent in English both verbal and written

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