L1 Support Engineer
 
JOB TITLE: L1 Support Engineer
EMPLOYER: Eurodesign CSC DUTY STATION: Azerbaijan
PUBLISHED: 2020-09-24 LAST UPDATED: N/A DEADLINE: 2020-10-24

Job title: L1 Support Engineer

Role purpose:

The L1 Support Engineer is responsible for providing high-quality technical support to customers, developers and prospects through e-mail, phone interactions, desktop sharing with customers and by using incident tracking system. The fundamental goal of this position is to help our customers achieve success using our applications and services.

Key accountabilities:

• Take ownership of customer enquiries and issues reported and ensure quick and effective resolution.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Ensure proper recording and closure of all issues.
• Document knowledge in the form of knowledge base tech notes and articles.
• Meet defined Service Level Agreements and Key Performance Indicators (defined as part of company's goals setting process).
• Maintain phone, chat and email coverage during working hours.
• Any other responsibilities and tasks given by the management, appropriate to the role.
• Observe company policies and code of conduct.
• Attend team and organization-wise meetings.
• Track time (if required) thoroughly and duly.

Experience & Education:

• Bachelor of Science in technical field (preferably Computer Science, Systems Engineering, Mathematics, Physics and related field) and/or corresponding qualification;
Skills & Abilities:
• Some understanding of Information Systems at user and corporate level.
• At least 1 year experience in a Helpdesk or Support Role.
• Customer facing experience in a support based role.
• Availability to work outside typical working hours if needed.
• Excellent team player, self-managed and self-motivated.
• Mature and professional demeanor, attitude, and approach.

E-mail: hr@eurodesign.az

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