Job Offer: SENIOR TECHNICAL SUPPORT ENGINEER

WE ARE HIRING!

African Management Services Company (AMSCO) is recruiting a Senior Technical Support Engineer.

• Location: Yaoundé, Cameroon

We are seeking a Senior Technical Support Engineer for one of our clients. The successful candidate will act as the liaison between the company and the customer service desk, ensuring that end users receive the highest quality of support service. This includes providing prompt attention and proactive solutions in alignment with the company’s reputation and quality standards. The role requires resolving customer issues, addressing complaints, and answering inquiries, all while keeping customer satisfaction at the heart of every decision and action.

The ideal candidate is an experienced professional with the ability to navigate the complexities of a multi-vendor environment. We are looking for a “Get It Done” individual who is willing to go above and beyond to ensure customer satisfaction, even during unconventional hours.

Responsibilities:

• Lead and mentor a team of support engineers.
• Manage a customer queue to ensure all incidents are properly triaged and resolved within the SLA.
• Lead various teams (support, client, vendors, technical and non-technical) to resolve complex issues.
• Manage software updates, security patches, and system upgrades to maintain a robust and secure infrastructure.
• Utilize monitoring tools to assess application and infrastructure performance, identifying potential issues before they impact users.
• Identify root causes and provide solutions or workarounds using tools like remote logs, monitoring, code analysis, or scripting.
• Communicate effectively with customers and collaborate with other teams to ensure customer satisfaction and gather feedback.
• Create and update technical documentation, including knowledge base articles.
• Develop and deliver training to internal teams to enhance technical support skills and knowledge.
• Report and analyze support metrics such as tickets, resolution times, customer feedback, and quality.

Requirements:

• Bachelor’s degree in computer science, information technology, or relevant certifications.
• Minimum of five years of experience in a technical support role.
• Proven experience in team leadership, project management, and improving team performance over a minimum of three years.
• Fluency in written and spoken English for clear communication with customers.
• At least three years of experience in technical support for large-scale software.
• Strong infrastructure, network skills, and cloud knowledge (especially Microsoft Azure).
• Experience with centralized application logging tools.
• Proficiency in application and infrastructure monitoring and alerting tools.
• Experience with service management tools and solid knowledge of ITIL processes.
• Proven track record of SLA management.

Skills:

• Ability to remain calm under pressure while quickly resolving issues.
• Understanding of the dynamics in a multi-vendor environment.
• Methodical and rigorous approach to issue triaging.
• Logical thinking and problem-solving skills to analyze and troubleshoot complex issues.
• Excellent communication skills to interact clearly with customers and stakeholders in written and spoken English.
• Strong teamwork skills to collaborate with support engineers and other teams.
• Technical expertise in operating systems, platforms, databases, networks, and protocols.
• Ability to write and execute scripts, queries, or commands and understand code, logs, errors, and traces.
• A commitment to continuous learning to stay updated with the latest technologies.

The candidate should be available and must reside in a location with access to high-quality internet.

Application Deadline: 18th September 2024

Click here to apply