Technical Support Engineer

  • Spoton Connections
  • Sliema, Malta
  • Mar 26, 2020
Full time Information Technology Jobs

Job Description

TECHNICAL SUPPORT ENGINEER
Malta

As Technical Support Engineer, you’ll act as the Single Point of Contact (SPOC) during incidents affecting our client’s services, communicating both with internal and external stakeholders.

Responsibilities:
Offer 2nd line support and escalate and resolve cases promptly
Be an important part in the development life cycle
Support via our service management tool, telephone, email or any other internal communication tool
Troubleshoot, resolve issues and solve service requests
Properly escalate unresolved issues to appropriate internal teams
Prioritise and manage several open issues simultaneously
Produce custom made reports
Document all ongoing activity
Perform system monitoring and act when necessary
Generate technical reports focusing on customer complaints and resolutions
Proactively work on improving the procedures to enhance our service delivery processes
Provide required notifications and updates on all incidents within established service levels
Ensure that Incident Management KPIs are recorded and their targets are met
Coordinate and act as SPOC with support leaders and technical experts to ensure swift resolution of incidents in accordance with the Incident Management Process
Assist in other tasks as directed by the Team Leader
Form part of a specialist’s team, available 24/7 (including being available on “stand by”)

Requirements:
You have experience in Technical support
Knowledgeable in MySQL
Knowledge in PHP and JavaScript will be considered an asset
Hands-on experience with Linux environments
You’re analytical and a problem solver with good decision-making skills
You’re good at multitasking and prioritising, especially in high-stress situations
Fluent in English both verbal and written

Salary

Negotiable