Technical Support Engineer

About the role

R A Consulting Services is looking for a Technical Support Engineer to provide enterprise-level assistance to its customers. The role covers diagnosing and troubleshooting complex technical issues, providing solutions and ensuring timely resolution, while communicating clearly with both technical and non-technical users.

Key responsibilities

• Serve as the primary technical contact for customers facing software or hardware issues.
• Diagnose and troubleshoot issues such as account setup, configuration errors, network problems and software bugs.
• Work with engineering and development teams to resolve escalated issues.
• Maintain accurate records of issues, troubleshooting steps and solutions in the ticketing system.
• Help set up, configure and optimise IT systems, including servers, networks and software applications.
• Guide customers on using new features and best practices.
• Resolve all technical queries within the agreed Service Level Agreements (SLAs).
• Create knowledge base articles and help develop internal support documentation.
• Take part in on-call rotations and provide remote support when needed.

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field, or equivalent experience.
• 2+ years of experience in technical support or system administration.
• Strong written and verbal communication skills.
• Ability to work under pressure and handle several issues at once.

Required skills

• Strong understanding of networks, databases and enterprise software.
• Troubleshooting experience for servers, operating systems and network configurations.