PURPOSE
The Service Delivery Engineer will provide remote and onsite technical support for a wide range of IT systems and address various technical concerns of our clients. The ideal candidate will have excellent problem-solving skills and a strong commitment to delivering exceptional customer service.
Technical Support
II. DUTIES AND RESPONSIBILITIES
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Provide first-line support for client technical issues via phone, email, or onsite visits
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Troubleshoot and resolve hardware, software, and connectivity issues efficiently
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Escalate complex issues to Level 2 or Level 3 support as necessary, ensuring proper documentation and follow-up
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Ensure client service level agreements (SLAs) are met consistently
Documentation
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Maintain accurate and up-to-date records of support requests, resolutions, and technical procedures
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Contribute to creating and updating knowledge base articles and user guides
Customer Service
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Respond promptly to customer inquiries and issues, ensuring a high level of satisfaction
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Communicate technical information clearly even with non-technical users
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Build and maintain positive relationships with clients and team members
Iii. Qualifications
Bachelor's degree in Information Technology, ECE, Computer Science, or a related field
- Minimum Experience/Training
Preferably 1-2 years of experience in an onsite technical support role, but fresh graduates are welcome to apply
Technical Skills
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Basic knowledge of IT systems and troubleshooting methodologies
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Familiarity with a broad range of IT hardware and software solutions
Soft Skills
Strong problem-solving and analytical skills
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Excellent verbal and written communication skills
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Ability to work independently and as part of a team
Should possess a valid driver's license with motorcycle eligibility
IV. WORKING CONDITIONS
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Combination of remote and onsite work, depending on client needs
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May require travel to client locations
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Flexible working hours to address urgent technical issues when needed
