Technical Support Engineer (Linux & Windows)

• Deliver Level 1 Support for systems operating on both Windows and Linux platforms.
• Address inquiries related to services, products, technical aspects, and customer relations concerning features, specifications, and repairs for both current and discontinued products, parts, and options, according to customer entitlement.
• Document cases, supply information, and troubleshoot to resolve customer issues in alignment with the company's Key Performance Indicators (KPI).
• Set and manage customer expectations in accordance with their entitlements.
• Maintain open communication with customers, establish and adhere to commitments, ensure accurate case documentation and ownership, and contribute case resolutions to the knowledge management system.
• Collaborate with team members for additional support as necessary to meet Service Level Agreements (SLA) for both internal and external clients and escalate complex cases promptly when necessary.
• Proactively assist both internal and external clients to prevent or mitigate the occurrence of problems.
• Effectively juggle multiple tasks or cases simultaneously with minimal oversight.
• Engage in continuous and self-directed enhancement of technical and business process knowledge.
• Independently strive to improve quality metrics to meet established targets.
• Maintain documentation in accordance with organizational requirements.
• Adhere to deadlines and ensure compliance with service level agreements.
• Willingness to work in shifts as required.

Requirements & Info:

Applicants must possess a minimum of 1-2 years of experience working with Linux and Windows systems.