Technical Support Engineer

Deadline: 23 July 2022

Employment term: Permanent

Category: IT Support/Technician

Job type: Full time

Location: Yerevan

Job description:

We are looking to hire a skilled Technical Support Engineer to provide enterprise-level support to our customers around the world. This includes receiving, prioritizing, documenting, and actively resolving end-user technical help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give hands-on help at the desktop level. To ensure success as a technical support engineer, you should have in-depth knowledge of IT systems, high-level communication skills, and the ability to work independently.

Job responsibilities

  • Providing customers with IT support via desktop solutions, chat functions, and emails;
  • Assisting customers with account setup and application installations;
  • Ensuring optimal application functionality by configuring networks;
  • Troubleshooting IT issues by asking customers targeted questions;
  • Apply diagnostic utilities to aid in troubleshooting;
  • Providing customers with step-by-step guidance to resolve technical problems;
  • Following up on technical queries and providing prompt feedback;
  • Prioritizing customer queries and escalating serious technical issues to IT developers;
  • Documenting error reports and monitoring performance metrics;
  • Test fixes to ensure the problem has been adequately resolved;
  • Relaying application functionality feedback from customers to IT developers;
  • Compiling IT instruction manuals and useful IT support resources.

Required qualifications

  • A bachelor's degree in computer science, information technology, or similar;
  • At least 2 years of experience as a support engineer;
  • Readiness to take night shift schedule;
  • English knowledge B2 both written and verbal communication skills required;
  • Knowledge of computer hardware and infrastructure;
  • Knowledge of remote access systems;
  • In-depth knowledge of Windows and Linux OS environments;
  • Linux knowledge is a big + ;
  • Knowledge of Docker orchestration;
  • Proficiency in remote desktop and helpdesk software, such as Zoho and Zendesk;
  • Advanced knowledge of IT software, hardware, and network setup;
  • Exceptional ability to prioritize and diagnose IT problems;
  • Extensive experience in resolving customer IT queries;
  • Proficiency in documenting processes and monitoring performance metrics;
  • Ability to relay important application feedback to IT developers;
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills as well as maintaining strong customer relations;
  • Communication skills and customer service knowledge specific to the IT industry.

Benefits & Perks:

  • Company stock options;
  • Your office is where you want your home to be;
  • Competitive salary;
  • Access to advisors including advisory board member at NASA Health Institute and serial founders to help us grow, personally and professionally;
  • Opportunity to work in a fast-paced global startup with an enterprise-level client portfolio;
  • Unlimited opportunities for growth, knowledge sharing, self-development, implementation of initiatives, and skills in a company that’s at the forefront of computer vision and artificial intelligence for physical security.

Required candidate level: Mid level

Additional information

Please send your CV to [email protected] with the position title in the subject line.

Please clearly mention that you have heard of this job opportunity on staff.am

Professional skills

Linux OS

Windows system administration

Linux

IT Support

Internal communications

Soft skills

Written communication skills

Time management

Problem solving 

Customer/service oriented

Flexible

Decision making

Critical thinking

Fast learning ability

Communication

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Our solutions

Scylla is a modern modular AI-powered physical threat detection system that enhances operational activities of security teams. Our solutions work in real-time so that your surveillance is proactive rather than reactive in high-impact scenarios.

 

 

 

 

 

 

 

 

 

 

 

 

 

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Benefits

Stock options
Medical insurance
Flexible working schedule
Day off
Staff referral program
Corporate gym
Teambuilding and corporate events
Knowledge sharing culture
Gamezone or fun activities
Complimentary tea, coffee and refreshments

Contact details

Website https://www.scylla.ai/

Phone: +37498856069

Address: 118/1 Vahram Papazyan St, Yerevan, Armenia

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