За компанијата: Singular is an international software company developing award-winning solutions that stand out with their flexibility, reliability, and innovation - the three key aspects that shape our competitive factor... повеќе за компанијата »

Role Overview 

The Support Engineer is responsible for delivering effective and high-quality technical support and responds to service requests and participates in deployment engagements on Customer Environment to secure relevant and timely support on company level. Also the role logs, categorizes, prioritizes, tracks and routes incidents reported by clients to secure successful resolution.  

Duties and Responsibilities 

• Answer Service Desk Support cases primarily for Level 1 cases and Level 2 cases as needed; 

• Prioritize and manage multiple open support cases at one time; 

• Provide support, including procedural documentation and relevant reports; 

• Respond to support or services request within agreed time limits to call-outs; 

• Resolve standard support cases by following diagrams and written instructions; 

• Escalate reported support cases which are identified that needs expert’s attention; 

• Take ownership of support cases and following entire cycle of execution until case is resolved; 

• Participate and support the release process for existing or new applications; 

• Set up new users' accounts and profiles and deals with password issues; 

• Monitor and maintain computer systems, networks, applications, and services deployed at customer environments; 

• Test and evaluate new technology; 

• Participate in administrative activities related to local office infrastructure (Laptops and Workstations, Network, and Internet); 

• Install and configure computer hardware operating systems and applications; 

• Participates in parts/segments of product life cycle; 

• Generate Customer Knowledge Base Articles addressing support cases or standard activities/product administration; 

• Generate working instructions for Level1 support processes; 

• Related duties as assigned. 

Qualifications 

Working Experience: 

• At least 2 years or more of relevant experience, or relevant University Education; 

Standard Qualifications: 

• Sufficient written and verbal communication skills.  

• Basic knowledge of Operating systems – Linux, Network technologies TCP/IPc, Database Queries – SQL. 

• Proficiency with common collaboration tools: Google Docs, Slack, Skype. 

• Advanced level of English Language. 

Preferable Qualifications: 

• Experience in business is an added advantage.  

Personal attributes: 

• Strong Problem-solving skills; 

• Strong Organizational and time management skills; 

• Analytical mindset with strong reasoning skills; 

• Excellent comprehension skills; 

• Sharp mind, fast thinker; 

• Team player with a strong focus on collaboration. 

Benefits:

• Competitive compensation & benefits package;

• Career and professional advancement;

• Training and learning opportunities – Online Learning Portals, Public Lectures, Conferences;

• Private Health Insurance package;

• International work experience;

• Travel opportunity;

• Outstanding working environment;

• Relocation Opportunity.

Why you should apply

We nurture a teamwork environment where ideas are communicated, and knowledge sharing is encouraged. We appreciate the talent and inspire constant self-improvement. We constantly search for progressive thinkers, creative doers, game-changers, visionaries, and groundbreakers who never settle for mediocrity.