Service Desk Engineer

Job Responsibilities

1. Support Complex Issues: Handle advanced software problems passed from Level 1, including bugs, database issues, and integration errors.
2. Troubleshooting & Escalation: Investigate root causes, apply fixes, and work with the development team for deeper issues.
3. Customer Communication: Keep customers informed with clear, professional updates until their issues are resolved.
4. Documentation: Record all troubleshooting steps, solutions, and learnings accurately.
5. Improve Processes: Share common issues, suggest improvements, and help build internal guides to boost team efficiency.
6. Learning & Growth: Show a willingness to learn new technologies, tools, and processes as part of continuous development in the role.

Required Qualifications

•    Proven experience in a technical support role, with a focus on software application support and troubleshooting.
• Experience with programming languages (C# and SQL), debugging tools, and code analysis is mandatory.
• Knowledge of software technologies, database management, and web-based applications.
• Familiarity with software development methodologies and the software development life cycle.
• Excellent communication skills, both written and verbal, to effectively convey technical information to both technical and non-technical audiences.
• Ability to work independently and collaboratively in a team environment, effectively managing multiple tasks and priorities.
• Customer-centric mindset, with a passion for providing top-notch customer service.
• Ability to work in shifts, which might include coverage during evenings, weekends, or holidays, based on business needs.
• A current student or a degree in computer science, information technology, or a related field is preferred, but not mandatory