Support Specialist

1 week ago

Cape Town, Western Cape, South Africa Ello Technology Full time
Job Overview:

The Support Engineer at Ello Technology plays a pivotal role in ensuring seamless IT support and management services. This position involves providing expert technical support, managing system performance, and collaborating with team leads to achieve organizational and customer-centric goals. The Support Engineer will be responsible for resolving technical issues, maintaining system functionality, and enhancing customer satisfaction through efficient problem-solving and proactive communication.

Key Responsibilities:
  1. Technical Support and Troubleshooting:
    • Provide first-line technical support to customers, addressing and resolving issues related to user and device management, Internet connectivity, firewall and WiFi configurations, and server and MS365 management.
    • Diagnose and resolve technical problems efficiently, ensuring minimal disruption to customer operations.
  2. System Monitoring and Maintenance:
    • Utilize AI-powered management tools to monitor customer systems proactively, identifying potential issues before they impact business operations.
    • Perform routine system maintenance and updates to ensure optimal performance and security.
  3. Customer Communication:
    • Serve as a primary contact point for technical inquiries, maintaining clear, empathetic, and timely communication with customers.
    • Explain complex technical issues in an understandable manner to ensure customer trust and satisfaction.
  4. Collaboration with Team Leads and Account Managers:
    • Work closely with the Customer Care Support Team Lead and Customer Care Account Managers to align technical support activities with customer account strategies.
    • Participate in collaborative projects and initiatives to enhance customer success and achieve business goals.
  5. Documentation and Reporting:
    • Maintain accurate records of customer interactions, technical issues, and resolutions.
    • Contribute to the development and maintenance of support documentation, knowledge bases, and FAQs.
  6. Continuous Learning and Development:
    • Engage in ongoing professional development to stay current with the latest technologies and best practices in IT support and management.
    • Share knowledge and insights with team members to foster continuous improvement and expertise.
Requirements:
  • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
  • Proven experience in IT support or a similar technical role.
  • Strong foundation in network infrastructure, device management, and cloud services (e.g., MS365 server management).
  • Excellent problem-solving skills with the ability to diagnose and resolve technical issues effectively.
  • Strong communication skills with a focus on providing exceptional customer service.
  • Familiarity with project management and CRM tools.
  • Ability to work collaboratively within a team and contribute to collective goals.
  • Commitment to continuous learning and professional development.
Personality Profile:
  • Analytical and Detail-Oriented: Keen eye for detail with strong analytical skills for diagnosing and resolving technical issues.
  • Empathetic Communicator: Understanding and empathetic with excellent communication skills for managing customer expectations.
  • Adaptive Learner: Eager to learn and adapt to new technologies and challenges.
  • Collaborative Team Player: Works well with others to achieve common goals and foster a unified approach to customer care.
  • Resilient ProblemSolver: Maintains composure under pressure with a strong problem-solving attitude.
  • Customer-Centric: Driven by a desire to deliver value to customers and enhance their satisfaction.
  • Ethical and Accountable: Adheres to high ethical standards and takes ownership of actions and decisions.
Benefits:

Market-Related Salary, 3 Annual Performance-Based Bonuses per year

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