Automation Support Engineer

The Automation Support Engineer are integral to our daily operations, handling a variety of tasks from routine support queries to more involved technical issues under supervision. This role serves as a building stage for learning and growth within our technical teams, with the potential to advance to more specialized roles such as Lead Automation Support Engineer, Support Manager, or additional opportunities throughout the business.

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Key Responsibilities:

• Initial Response and Issue Resolution: Respond to client queries in platforms like Discord, ensuring quick and accurate solutions to tickets.

• Shadowing and Learning: Spend significant time shadowing senior team members, learning from their techniques, solutions, and insights.

• Documentation: Assist in the creation and maintenance of documentation for resolved issues, ensuring knowledge is captured and accessible.

• Client Interaction: Develop skills in client communication and support, understanding client needs and helping to provide clear explanations of our solutions.

• Technical Skill Development: Engage in ongoing learning and training sessions to enhance technical skills utilizing Rewst.

• Support Team Collaboration: Work collaboratively within the support team to learn best practices and contribute to team objectives.

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Qualifications / Requirements:

• Professional Experience: At least two years of experience in an MSP or Vendor environment, with exposure to technical support tasks.

• Technical Skills: Basic proficiency in PowerShell is preferred. Familiarity with PSA and RMM tools is beneficial.

• Personal Attributes: Eager to learn, strong problem-solving skills, and capable of working effectively under supervision.

• Customer-Facing Communication: Strong verbal communication skills, including the ability to explain technical concepts in simple terms, actively listen to customer concerns, and maintain a calm, professional tone during support interactions. Able to build rapport and deliver a positive support experience.

• Desirable Qualities: A proactive approach to learning new skills, with a keen interest in advancing within the technical support field.