Support Engineer

A Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. Responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.

Our Requirements:

• Ideally college graduate with a degree in computer science or related course. Fresh graduates are considered for this position.

• Full-time home-based work – Monday to Friday from 9 am to 6 pm, weekends off.

• Have a personal computer or laptop with sufficient specs for the developer’s needs/use. Some Velox tools will be installed, but most of our tech can be accessed via browser. All code is in a shared space and Github.

• Have a minimum internet speed of 10 Mbps (DSL or FIBR).

• Have a good and quiet working environment conducive for productive work

• Velox will provide VoIP phone/s for internal communications and testing purposes since this is our main tech.

Main Role and Responsibilities:

• Second Level Customer Service providing Technical Support and Resolution

• Technical Queries - Support customer-facing teams with technical training and documentation

• L2 Phone and Email Support

• L2 Ticket and SLA Management

• Maintenance tasks and routine system checks

• Escalation Management to L3 Technical Support and/or Management

• Maintenance and Continuous Improvement of Technology

• System Maintenance – involves scripting and code work (Javascript)

• System Configuration – involves understanding of software code and data structures (JSON)

• Website Maintenance – involves web development work (HTML, CSS, PHP, Javascript)

• Desktop and VoIP Support

• Perform analysis, diagnosis, and resolution of problems for end-users, and recommend and implement corrective solutions, including remote troubleshooting for end-users.

• Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, VoIP devices, printing/scanning devices, software, and other products in order to deliver required service level agreements.

• Manage and administer desktop tools including but not limited to Office 365, Dropbox, etc.

• If necessary, liaise with third-party support and PC equipment vendors.

Skills:

• Excellent communication skills both verbal and written.

• Web development and scripting (HTML, CSS, PHP, Javascript, etc).

• Hands-on hardware troubleshooting and equipment support experience.

• Networking, IT troubleshooting

• Application/System Maintenance activities

• Bonus: Knowledgeable in both SSL/TLS and REST APIs

• Bonus: Experience and solid understanding of MySQL and the SQL syntax

• Bonus: Background in VoIP systems and network support including VoIP Software

• Bonus: Experience with NodeJS, Python, and related technologies and frameworks

*FRESH GRADUATES WITH NO SIMILAR EXPERIENCE ARE CONSIDERED FOR THIS POST

Benefits:

• Location: Work at the comforts of your home 

• Schedule: Monday to Friday, 9 am to 6pm

• Paid Time Off: 10 days per year

• Bonuses: Performance-based increase/bonus, career progression

Other benefits:

• Medical Leave Benefit

• Company Sponsored Outings