Senior Support Engineer (Help Desk)

BlackStone eIT, a leading computer software company, is seeking a highly skilled and experienced Senior Support Engineer to join our Help Desk team. As a Senior Support Engineer, you will play a crucial role in providing technical support and assistance to our clients. Your strong technical knowledge, excellent problem-solving skills, and leadership abilities will be instrumental in ensuring customer satisfaction and maintaining our reputation for quality service.

Responsibilities

• Serve as a senior point of contact for customer inquiries, technical issues, and support requests.
• Diagnose and troubleshoot software and hardware issues, both independently and in collaboration with the development team.
• Provide timely and effective solutions to complex customer problems, ensuring their satisfaction and success.
• Mentor and provide guidance to junior support engineers, assisting in their professional development.
• Document and track support tickets, issues, and resolutions in a CRM or support ticketing system.
• Assist customers with product installations, configurations, and updates.
• Offer training to customers on how to effectively use our software products.
• Collaborate with cross-functional teams, including developers and QA engineers, to address and resolve customer issues.
• Identify trends in customer support requests and work to improve product usability and customer experience.
• Stay up-to-date with product knowledge and updates to provide accurate and helpful assistance.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support, help desk, or a similar role.
• Strong understanding of software and hardware products and the ability to troubleshoot technical issues.
• Basic knowledge about infrastructure, networking, security, servers, DB, application servers, virtualization, cloud computing, etc
• Excellent communication and interpersonal skills to interact effectively with customers.
• Familiarity with customer support tools and CRM systems.
• Proven leadership abilities and experience mentoring junior support engineers.
• Strong problem-solving and analytical skills.
• Patience, empathy, and a customer-centric mindset.
• Ability to work independently and as part of a team.
• Excellent communication and teamwork skills.
• Detail-oriented and committed to delivering high-quality results.

Benefits

• Paid Time Off
• Work From Home
• Performance Bonus
• Training & Development