IT Customer Support Engineer (m/f)



IT Customer Support Engineer (m/f)

IT Customer Support Engineer (m/f).

Key Responsibilities:

• Provide on-site/ or remote product application and IT support to customers

• Train and support customers to properly and safety use equipment / systems, serves as a technical expert and resource to our customers and agents, ensure that training and installation guidelines are followed, and records are maintained in collaboration with responsible departments

• Prepare users servers and identify requirements for proper installation

• Handle day-to-day customer service tasks: technical requests/issues, pre/post installation follow-up. Ensure smooth installation planning. Address routine and advanced customer issues quickly

• Coordinate with internal departments to ensure fulfillment of customer needs and proactive handling of incidents/complaints

• Follow up on delivery status and commitments

• Author and review supportive training content: written procedures, FAQs, presentations, … for use in enhancing our customer’s support experience as well as internal product knowledge transfer

• Determine root cause analysis of problems that exist or are reported by clients

• Ability to take over a project, workload estimation and ensure delivery within required deadlines

• Testing, documentation, validation, risk analysis of software for R&D department.


Bachelor's Degree or Master’s in computer engineering


• Min. 5 years’ experience of combined experience in technical customer service

• Min. 5 years’ experience with IT servers, network and security (firewalls, ..)

• 1 or 2 years’ experience using an ITIL based ticket management system

Technical knowledge

• SQL, network, database management

• PHP code language

• technology-minded person with a comfort level using internal and Microsoft office applications; creating and maintaining Excel spreadsheets; using digital conference applications (WebEx, Skype, Teams)

• Needs to understand data and log files and be able to analyze and articulate findi...




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