Senior Support Engineer- L1 Support

As a Technical Support Engineer, you will be responsible for taking ownership of customer issues reported and ensuring timely resolution. Your key responsibilities will include: - Researching, diagnosing, troubleshooting, and providing solutions for system issues. - Following standard procedures for escalating unresolved issues to the appropriate internal teams. - Diagnosing and troubleshooting technical issues related to account setup and network configuration. - Communicating with clients via phone, email, or chat to guide them through issue resolution. - Tracking computer system issues to ensure timely resolution and following up with clients post-troubleshooting. - Providing accurate and timely reports and documenting technical knowledge for reference. - Prioritizing and managing multiple open issues simultaneously. To qualify for this role, you should have: - A graduate degree in Software Engineering with at least 4 years of relevant experience. - Proven work experience as a Technical Support Engineer or similar role. - Hands-on experience with Windows/Linux/Mac OS environments. - Good understanding of computer systems, mobile devices, and other tech products. - Ability to diagnose and troubleshoot basic technical issues. - Familiarity with Remote Desktop access tools like Zendesk, Team Viewer, or ScreenConnect. - Excellent problem-solving and communication skills. - Proficiency in providing step-by-step technical help, both written and verbal. - Understanding of the Software Development Lifecycle and proficiency in MS-Office. - Additional certification in Microsoft, Linux, Cisco, or similar technologies would be a plus. About the company: Our mission at the company is to prevent harm to people, the environment, cargo, or ships through education and training of seafarers. We achieve this through various learning methods such as micro-learning videos, gaming apps, virtual reality programs, and online mentoring. Additionally, we offer customized content creation services, focusing on incident recreation for learning purposes. Our Digital Learning Management System provides a comprehensive platform for managing training content and monitoring seafarers" progress. Extensive analytics are available to foster a learning mindset across the organization.,