System Support Engineer L-2

4 weeks ago

Lahore, Punjab, Pakistan Contegris Full time
About the job System Support Engineer L-2About Contegris

Contegris is a leading SaaS company dedicated to delivering Technology Solutions for a Delightful Customer Experience. Since 2012, we've been empowering over 300 enterprise clients across 20+ industries with our smart and scalable solutions. Our product suite includes an Omni-Channel Contact Center Platform (Intellicon), Helpdesk, Sales CRM, Unified Communication, WhatsApp Business API, and AI-powered self-service tools. With innovation at the core, we strive to enhance how businesses connect with their customers.

Job Overview

We are seeking a skilled and proactive professional for our System Support team. This role involves supervising technical support operations, resolving complex system issues, and ensuring high-quality service delivery. The ideal candidate will have strong leadership, networking, and problem-solving skills, with a commitment to continuous improvement and customer satisfaction.

Key Responsibilities:
  • Supervise and guide System Support team members, providing direction and support.
  • Investigate and resolve complex technical issues related to our products or services.
  • Manage escalated issues efficiently and continuously follow up with customers to provide excellent service delivery.
  • Ensure the team consistently meets the required SLAs for incident and requests.
  • Contribute to the development of knowledge base articles, FAQs, and training materials to empower customers and support colleagues.
  • Collaborate with the product development and quality assurance teams for product improvement.
  • Assign tasks to team members and monitor progress to ensure timely resolution of system issues.
  • Deliver coaching, training, and constructive feedback to enhance team performance and development.
  • Ensure department level compliance with the support processes and suggest improvements.
  • Ensure the swift resolution of system incidents to minimize downtime and impact on operations.
  • Identify and analyze root causes of system issues to develop long-term solutions, implement preventive measures to avoid future occurrences of similar problems.
  • Drive strategic initiatives and projects that will improve the overall team performance and customer experience.
  • Coordinate with relevant stakeholders to manage and communicate changes effectively.
Requirements:
  • Education: Bachelors or higher degree in CS/IT/SE or telecommunication. CCNA, CCNP certifications are a plus.
  • Demonstrates a customer-focused approach and strong problem-solving abilities.
  • Strong leadership and team management abilities.
  • Deep knowledge of networking, network security, VOIP and advance linux.
  • Expertise in incident, problem, and change management processes.
  • Solid understanding of compliance requirements and information security practices.
  • Excellent communication, problem-solving, and analytical skills.
  • Ability to handle high-pressure situations and resolve escalations effectively.
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