- Company Name
- Augusta Hitech
- Job Title
- Support Engineer
- Job Description
-
Job Title: Support Engineer
Role Summary: Deliver technical support to customers and internal teams, resolving incidents within defined SLAs while maintaining high customer satisfaction. Handle hardware, software, network, and cloud service issues, document solutions, and collaborate with development and infrastructure teams on complex problems.
Expectations: Resolve incidents within SLA targets, maintain accurate and up‑to‑date ticket documentation, communicate effectively with non‑technical users, and participate in on‑call and shift rotations as required.
Key Responsibilities:
- Respond to customer queries via phone, email, chat, or ticketing system.
- Troubleshoot and resolve issues related to software, hardware, network, or cloud services.
- Conduct root‑cause analysis, provide workarounds or permanent fixes, and update tickets regularly.
- Install, configure, and support applications, systems, or devices.
- Escalate complex problems to L2/L3 or development teams with detailed technical information.
- Document known issues, solutions, and FAQs in the knowledge base.
- Assist with deployments, upgrades, patches, and configuration changes.
- Communicate clearly with non‑technical users and uphold a high standard of customer service.
Required Skills:
- 4–5 years of experience in technical support, helpdesk, or application support.
- Proficient with Windows, Linux, macOS operating systems.
- Strong understanding of networking fundamentals (TCP/IP, DNS, VPN, firewalls).
- Basic knowledge of databases and SQL.
- Experience with ticketing tools (JIRA, ServiceNow, Zendesk, Freshdesk).
- Excellent analytical, problem‑solving, verbal, and written communication skills.
- Willingness to work shifts/on‑call rotations.
Good To Have:
- Scripting experience (Shell, Python, PowerShell).
- Familiarity with cloud platforms (AWS, Azure, GCP) or DevOps tools (Docker, Kubernetes, CI/CD).
- Relevant certifications (ITIL, CompTIA, Microsoft, Cisco).
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Certifications such as ITIL Foundation, CompTIA A+/Network+, Microsoft Certified Solutions Associate (MCSA), or equivalent are preferred.