DevOps Support Engineer

Summary

Join TechBiz Global, a leading recruitment and software development company, as a Technical Support Specialist. You will manage support tickets, provide front-line technical support via Zendesk and Teams, troubleshoot and resolve customer issues, and document all cases. Collaboration with various teams is crucial. The role requires shift work, including nights and weekends. You will need experience in customer-facing technical roles, IT support, and cloud-based environments (Azure/AWS). Excellent problem-solving and communication skills are essential.

Requirements

• Ability to work in shifts
• Considering working at nights and weekends
• Customer Support experience in customer-facing technical roles
• Previous experience in IT support organizations
• 2-3 years' experience working and troubleshooting in cloud-based environments (Azure\AWS)
• Excellent problem solving and multitasking skills
• Ability to self-manage and take initiative
• Understanding of Windows/Linux environment, Active Directory services, Networking, Cloud Infrastructure and Remote management tools and Developing Automation
• Strong verbal and written communication skills in English

Responsibilities

• Manage support tickets using CRM tools
• Provide front-line technical support with exceptional customer service via Zendesk and Teams meetings
• Review customer inquiries and questions, acquire all relevant details, troubleshoot, and resolve issues
• Document all incoming cases reported by end-users via telephone, ticketing system, and other support channels as required
• Identify and escalate priority issues per client specifications
• Work closely with customers, engineering team, management team, and sales team as a point of contact for client issues
• Understand processes, event management and prioritization
• Follow written procedures, share knowledge among the team, create new documentation for both technical and end-user roles