Jr. Support Engineer

The Junior Support Engineer provides technical support, monitors systems, and assists in resolving operational issues for both internal users and clients. This role involves troubleshooting, documentation, and collaborating with various teams to maintain system performance and ensure smooth operations. The ideal candidate will have a foundational understanding of operating systems and software applications, with a focus on delivering excellent customer service..

Key Responsibilities:

System Monitoring and Support:

• Respond to and troubleshoot issues reported by monitoring systems or users in a timely manner.
• Assist in monitoring system performance and health, ensuring that issues are identified and addressed proactively.
• Escalate issues to senior engineers when necessary and track progress to resolution.

Documentation and Reporting:

• Maintain and update documentation for processes, systems, and troubleshooting steps to ensure accurate and easy-to-follow guidance for future reference.
• Generate reports on system performance, incidents, and other relevant metrics, providing insight into system health and identifying areas for improvement.
• Document resolutions and troubleshooting procedures in the knowledge base.

Collaboration:

• Communicate effectively with development teams, operations staff, and clients to understand and resolve operational challenges.
• Maintain a positive and professional demeanor while interacting with internal users and clients, ensuring issues are addressed efficiently and respectfully.
• Participate in team meetings to discuss ongoing issues and improvements to support processes.

Skills Required:

Technical Knowledge:

• Basic understanding of operating systems (e.g., Windows, Linux), software applications, and hardware components.
• Familiarity with SQL, PowerShell, or Python is a plus, with a willingness to learn more advanced technical skills as needed.

Problem-Solving:

• Ability to troubleshoot and diagnose technical issues with a systematic and logical approach.
• Capable of analyzing problems and proposing effective solutions in a fast-paced environment.

Communication Skills:

• Strong verbal and written communication skills, with the ability to interact with users and document issues clearly and concisely.
• Ability to explain technical issues to non-technical users.

Customer Service:

• A customer-focused approach, with a genuine willingness to assist users and address their technical needs efficiently and professionally.
• Ability to stay calm and helpful under pressure.

Attention to Detail:

• Careful and accurate in handling technical issues and documenting information to ensure thorough and precise troubleshooting processes.
• Keen attention to detail in maintaining system health and performance reports.

Preferred Qualifications:

• Experience with ticketing systems or help desk tools.
• Previous experience in a technical support role is a plus.
• Exposure to scripting or automation tools is beneficial.
• Basic understanding of network protocols and security practices.