MicroFocus Technical Support Engineer, Level 2 - Operations Orchestration (OO) at Tek Experts

Tek Experts is a leading global provider of technical support services. We turn cases into experiences for deeper customer connection to drive loyalty, renewals, and growth.

Tek Experts is an equal opportunity employer. We do not and will not discriminate in employment and personnel practices based on race, sex, age, handicap, religion, national origin, or any other basis prohibited by applicable law. Hiring, transferring, and promotion practices are performed without regard to the above-listed items.

We are recruiting to fill the position below:

Job Title: MicroFocus Technical Support Engineer, Level 2 - Operations Orchestration (OO)

Location: Lagos

Job Description

• We’re seeking a customer-oriented Technical Support Engineer Level 2 to work on behalf of our client to resolve difficult customer cases.
• You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service.
• This role is expected to take cases escalated by Level 1 Support Engineers and should provide quick and accurate support.
• We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way.
• In fact, it’s the reason we’ve grown so fast. If you like being part of a global team and passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

Responsibilities

• The Storage Solutions team delivers technical support on a global scale for a set of IT data storage and product monitoring solutions.
• As a part of the Storage Solutions team, you’ll be trusted with specific products or complicated cases as an individual contributor, but you’ll also collaborate with engineers of all levels to share knowledge and support each other.

This role will:

• Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, and seek guidance from technical leads and subject matter experts as needed.
• Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor junior support engineers as needed or requested by management.

Qualifications
In this role:

• 2 – 3 years of technical and customer support experience are required.
• Higher-level technical education is preferred.
• Certifications relevant to the product are helpful.

Storage Solutions is a good fit for you if:

• You have experience in app/web testing or development, or system/IT administration with knowledge in Windows.
• You’re passionate and motivated to learn & grow.
• You’re honest, dedicated, and responsible.
• You’re proficient in both written and oral English.
• You’re creative, adaptable, and have strong problem-solving skills.

Application Closing Date
31st March, 2022.