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TECHNICAL SUPPORT ENGINEER

Malta

As Technical Support Engineer, you’ll act as the Single Point of Contact (SPOC) during incidents affecting our client’s services, communicating both with internal and external stakeholders.

Responsibilities:

Offer 2nd line support and escalate and resolve cases promptly

Be an important part in the development life cycle

Support via our service management tool, telephone, email or any other internal communication tool

Troubleshoot, resolve issues and solve service requests

Properly escalate unresolved issues to appropriate internal teams

Prioritise and manage several open issues simultaneously

Produce custom made reports

Document all ongoing activity  

Perform system monitoring and act when necessary

Generate technical reports focusing on customer complaints and resolutions

Proactively work on improving the procedures to enhance our service delivery processes

Provide required notifications and updates on all incidents within established service levels

Ensure that Incident Management KPIs are recorded and their targets are met

Coordinate and act as SPOC with support leaders and technical experts to ensure swift resolution of incidents in accordance with the Incident Management Process

Assist in other tasks as directed by the Team Leader

Form part of a specialist’s team, available 24/7 (including being available on “stand by”)

Requirements:

You have experience in Technical support

Knowledgeable in MySQL

Knowledge in PHP and JavaScript will be considered an asset

Hands-on experience with Linux environments 

You’re analytical and a problem solver with good decision-making skills

You’re good at multitasking and prioritising, especially in high-stress situations

Fluent in English both verbal and written

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