Senior Support Engineer (Help Desk)

Bachelor's degree in Computer Science, Information Technology, or a related field. Minimum of 5 years of experience in technical support, help desk, or similar roles. Strong understanding of software and hardware products with troubleshooting abilities. Basic knowledge of infrastructure, networking, security, servers, database, application servers, virtualization, and cloud computing. Excellent communication and interpersonal skills for effective customer interaction. Familiarity with customer support tools and CRM systems. Proven leadership experience in mentoring junior support engineers. Strong problem-solving and analytical skills. Demonstrated patience, empathy, and customer-centric mindset. Ability to work independently and collaboratively within a team. Detail-oriented with commitment to delivering high-quality results.

Serve as a senior point of contact for customer inquiries and technical support requests. Diagnose and troubleshoot software and hardware issues independently and in collaboration with the development team. Provide timely solutions to complex customer problems, ensuring satisfaction. Mentor junior support engineers, guiding their professional growth. Document and track support tickets, issues, and resolutions in a CRM system. Assist customers with product installations, configurations, and updates. Offer training sessions to customers on effectively using software products. Collaborate with cross-functional teams to resolve customer issues. Identify trends in support requests and work to improve product usability. Stay updated with product information to provide accurate customer assistance.