Senior Technical Support Engineer

Job Title

Senior Technical Support Engineer

Job Scope

The Senior Technical Support Engineer is accountable for supervising the company technical support department and team of engineers addressing issues in a timely and efficient manner and maintaining strong relationships with partners and end users ensuring full satisfaction at all times.

Main Duties and Responsibilities

Technical and Operations

• Supervise and lead the installation and configuration of products and solutions requested by clients as required
• Attend to technical issues raised by partners and end users in a timely and efficient manner while ensuring proper prioritization of incoming cases
• Support the team with specifications on the company products and services, technical details, troubleshooting issues and comparisons pertaining to competitive models
• Prepare and deliver tender specifications and request for proposals (RFPs) related to products and services that best suit client’s requirements and needs
• Provide in-depth root cause analysis of reported technical issues and recommend remedial actions to the direct manager
• Establish and maintain strong relationships with partners and clients and ensure constant communication and support to vendors
• Assist in the presentation of effective POC/demo to partners/end users

Talent Development

• Lead and coach the team cultivating empowerment and ownership
• Develop capabilities and secure a solid succession plan
• Conduct regular performance reviews, identify training needs and oversee development plans

Position Requirements

Education

Bachelor’s degree in Computer Science or any other related field

Experience

At least 7 years of relevant experience as a Senior Technical Support Engineer for OEMs like HPE, Dell, Lenovo and Huawei.

Must have an experience with implementing, integrating and troubleshooting hardware products for OEMs like HPE, Dell, Lenovo and Huawei.

Must have an experience supporting end customers.

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