Support Engineer

  • Full time
  • Prague
  • Posted 1 week ago

SD Worx

Agile (nice to have)
Windows (regular)
Problem Solving (advanced)
Communication Skills (advanced)
English (advanced)
About the project

We are looking for a competent 1st Line Engineer to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent 1st Line Engineer must have the technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
Your responsibilities
  • Serve as the first point of contact for customers seeking technical assistance over the phone or through the ticketing system
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel and learn from the provided solution
  • Provide accurate information on IT products or services
  • Record all steps, events, and the resolution of a problem or request in the logs
  • Follow-up and update customer status and information of a ticket
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements in procedures
  • To be compliant with internal security policies and processes
Our requirements
  • Minimum +3 years of experience as a Support Engineer / Help Desk Technician, or in a similar role within the Customer Support
  • Excellent English (written and spoken)
  • Excellent communication skills to end-users
  • Problem-solving and analytical skills
  • Proactive and motivated with an excellent attitude
  • Ability to work well under pressure and to be flexible
  • Multinational exposure & experience
  • Multiple language skills – nice to have
  • Agile work environment experience – nice to have
What we offer

  • Private Medical Care
  • Flexible working time and remote work opportunities
  • Stable employment conditions: permanent contract of employment (after a 3-month probation period)
  • Cafeteria System / Multisport
  • Life insurance
  • Bonus Plan
  • Integration events
  • Language courses
  • Financial allowance for remote working
  • Individual development plan
  • Subsidy for glasses/lenses
  • Professional training

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