Job Description
Role Overview
As a Support Engineer for Customer Frontline System, you will be the first point of contact for users experiencing technical issues. You will be responsible for recreating, logging, prioritizing, and resolving basic incidents, leveraging monitoring tools such as Kibana, Splunk and the AYS (At Your Service) system to diagnose problems efficiently. More complex issues will be escalated to L2/L3 teams, and you will ensure timely communication with all stakeholders while maintaining high levels of customer satisfaction and adhering to agreed Service Level Agreements (SLAs).
Key Responsibilities
Incident Management: Act as the primary contact for user inquiries and issues received via phone, email, and ticketing systems (e.g., Jira, ServiceNow).
Troubleshooting & Resolution: Diagnose and resolve basic software, and application issues by providing first-level technical support and guiding users with step-by-step instructions.
Monitoring & Log Analysis: Utilize Ki...
As a Support Engineer for Customer Frontline System, you will be the first point of contact for users experiencing technical issues. You will be responsible for recreating, logging, prioritizing, and resolving basic incidents, leveraging monitoring tools such as Kibana, Splunk and the AYS (At Your Service) system to diagnose problems efficiently. More complex issues will be escalated to L2/L3 teams, and you will ensure timely communication with all stakeholders while maintaining high levels of customer satisfaction and adhering to agreed Service Level Agreements (SLAs).
Key Responsibilities
Incident Management: Act as the primary contact for user inquiries and issues received via phone, email, and ticketing systems (e.g., Jira, ServiceNow).
Troubleshooting & Resolution: Diagnose and resolve basic software, and application issues by providing first-level technical support and guiding users with step-by-step instructions.
Monitoring & Log Analysis: Utilize Ki...
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