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 Kibana, Splunk and other monitoring tools to perform daily health checks, monitor application performance, analyze logs, and proactively identify and address production incidents.

- Escalation: Promptly allocate and escalate complex or unresolved issues to L2/L3 support engineers or specialized Subject Matter Experts (SMEs) within defined procedures.

- Documentation & Reporting: Maintain accurate records of all support interactions, incidents, resolutions, and standard operating procedures (SOPs) in the knowledge base and ticketing system.

- SLA Compliance: Monitor open tickets and ensure all issues are addressed and resolved within the agreed-upon Service Level Agreements (SLAs).

Required Skills & Qualifications :

- Experience: Previous experience (3+ years) in a technical support or customer service role, ideally within an IT environment.

- Hands-on experience with Splunk & Kibana for log analysis, dashboard monitoring, and setting up alerts.

- Familiarity with the AYS At Your Service tool.

- Basic knowledge of operating systems (Windows/Linux) and networking concepts.

- Experience with ticketing systems and remote desktop tools.

- Excellent communication skills (verbal and written) and a customer-focused approach.

- Strong analytical and problem-solving abilities to diagnose issues effectively.

- Ability to work effectively both independently and as part of a rotational shift team, including night support if required.

- Understanding of IT Service Management (ITSM) methodologies, such as ITIL, is a plus.