Technical Support Engineer at dipoleDIAMOND Limited

dipoleDIAMOND Limited is an Intelligent Process Automation (IPA) consulting firm providing transformative solutions for businesses embracing digital transformation. Since 2015, we have helped our clients reduce costs, increase efficiency, employee productivity, and remain competitive. As a Process Maker Elite Partner and a UiPath Silver Partner, we offer our clients professional services in the areas of Business Process Management (BPM), Robotic Process Automation (RPA), Digital Assistant Solution (Chatbot), and Software Development and Integration (SDI) to deliver on their digitization and automation goals.

We are recruiting to fill the position below:

Job Title: Technical Support Engineer

Location: Lagos, Nigeria
Industry: IT Services
Work Model: Flexible

About the Job

• We are looking for a dedicated Technical Support Engineer to provide enterprise-level assistance to our customers in a timely and satisfactory manner. 
• In this role, your duties will include assisting customers with application installations, resolving queries via our support platform, and escalating serious issues to the software development team. 
• You will use email, phone, chat applications, and on-site visit to give clients quick resolution to IT issues. 
• You will implement new software applications and upgrades and observe their development, review error logs, oversee source code repositories and software configurations, and work with third-party software vendors as needed.
• If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Ask customers targeted questions to understand the root of the problem quickly
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Refer to internal database or external resources to provide accurate tech solutions
• Prioritize and manage several open issues at one time.
• Maintain jovial relationships with clients
• Take ownership of customer issues reported and see problems through to resolution
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles.
• Prepare SDDs (solution design documents)
• Organize, prepare for and handle QAT sessions.
• Follow the SLA for issues with respect to the severity.
• Engage on-site visit to client premises when the need arises.

Requirements and Skills

• B.S Degree in Information Technology, Computer Science or relevant field
• Proven work experience as a Support Engineer or similar role (Experience is ProcessMaker or UiPath would be highly considered)
• Work Experience: 1-3 years
• Basic scripting, programming, and coding.
• Hands-on experience with Windows/Linux/Mac OS environments
• Knowledge-based systems (KBS), PHP, C#, vb.NET, JavaScript, Python, or similar scripting languages, Microsoft SQL, MySQL, or PostgreSQL, NoSQL databases
• Remote software, Cyber security, Virus protection software, Backup software, Network monitoring software
• Knowledge of operating systems, web services, and API.
• Knowledge of remote access systems such as Zoho Assist, AnyDesk, etc.
• Exceptional ability to prioritize and diagnose IT problems.
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues and SaaS solutions.
• Proficiency in remote desktop and helpdesk software, such as Zendesk and Zoho Desk.
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.

Benefits
Gross Monthly Salary: N250,000 (Before Tax)

Application Closing Date
Not Specified.