Tech Support

Responsibilities

• Identifying software solutions.

• Troubleshooting technical issues.

• Diagnosing and identifying bugs.

• Speaking to employees to quickly get to the root of their problem.

• Providing timely and accurate employee feedback.

• Talking employees through a series of actions to resolve a problem.

• Following up with employees to ensure the problem is resolved.

• Providing support in the form of procedural documentation.

• Managing multiple cases at one time.

• Testing and evaluating new technologies.

• Review Logs and understand the issue

• Monitoring alerts and Dashboards

Qualifications/Experience

• BSc in Computer Science or related field.

• Excellent knowledge of software and application design and architecture.

• A technical mindset with great attention to detail.

• Understanding of software quality assurance principles.

• Experience with software development lifecycle (SDLC) processes.

• Experience with service-oriented architecture (SOA).

• Prior experience in tech support, desktop support, or a similar role.

• Proficiency in Windows/Linux/Mac OS.

• Experience with remote desktop applications and help desk software.

• Experience in Logs Monitoring tools like Grafana

• Attention to detail and good problem-solving skills.

• Excellent interpersonal skills.

• Good written and verbal communication skills

• Understanding of web security standards and best practices.

• CRM knowledge will be a plus

• Experience with Tech Support on L1 and L2 level

• Able to review Logs and understand the issue

• Ability to perform root cause analysis and reports

• Confident with SQL and writing database queries

• Keen to work with dashboards and alerts and how to respond to those on a timely manner

• Able to work under pressure when issues occur

• Basic understanding of javascript and python

• Knowledge in Metatrader platforms and networking