Pycs is a technology team with a strong background in financial systems. We seek to resolve recurrent problems that financial institutions face with our innovative solutions. We are looking for a Technical Support Engineer to join our team.
The Technical Support Engineer is responsible for delivering first-level technical support to end-users, ensuring smooth operation and high availability of software applications. This role involves diagnosing and resolving technical issues, collaborating with development teams for escalations, and maintaining exceptional customer service standards. The position operates within a shift-based schedule to support 24/7 service availability and requires a strong technical foundation, analytical thinking, and a customer-centric mindset.
Key Roles and Responsibilities
Incident Management: Provide accurate and timely support for customer inquiries related to software usage and troubleshooting, responding within SLA during assigned shifts.
Monitoring: Monitor software applications to ensure functionality, performance, and addressing issues promptly. Respond to malfunction alerts based on priority.
Documentation: Maintain and update a knowledge base with detailed steps for resolving common issues. Regularly update and refine system documentation to assist customers and internal teams.
Cross-team Collaboration: Collaborate with development and quality assurance teams to report software malfunctions and help implement solutions within SLA.
Reporting: Generate and distribute weekly and monthly reports on system performance. Log all customer interactions and technical solutions accurately in the service management tool.
Escalation: Escalate unresolved technical issues to higher-level support teams and ensure timely resolution.
Client Engagement: Conduct customer meetings to understand issues and provide effective solutions.
System Integrity: Monitor transactions for completion; manage and optimize tools like AWS, MS Azure, Grafana, and PagerDuty.
Internal Support: Set up and support internal users’ hardware and software needs; manage antimalware solutions across the environment.
Security & Compliance: Conduct semi-annual reviews of user and vendor accounts, manage backups (daily incremental/weekly full), and validate restoration integrity. Apply OS patches according to schedules.
Inventory Management: Maintain a centralized and up-to-date asset inventory and conduct regular audits.
Mentorship: Participate in onboarding and training for new junior hires; mentor staff in software support practices.
Requirements and Qualifications
Bachelor’s degree in Computer Science or a related technical field.
Minimum of 3 years of experience in software or application support roles.
Proven experience working with relational databases.
Proficiency in software troubleshooting and technical support.
Understanding of IT service management (ITSM) and familiarity with tools like ServiceNow or Jira.
Familiarity with AWS, Azure, and monitoring tools.
Adaptability to shift work and flexible schedules to support 24/7 operations.
Excellent communication and interpersonal skills.
Strong analytical skills and a solution-oriented approach.
Performance Evaluation KPIs
System uptime and reliability.
Quick and effective incident resolution.
High customer satisfaction ratings.
Successful management and improvement of change processes.
Continuous professional growth and performance benchmarks.
How to Apply
Interested and qualified candidates should apply online via the Pycs recruitment portal at pycs.zohorecruit.com. Ensure you follow all instructions provided on the portal to complete your application.
