We are looking for an L1+L2 Software Support Engineer to join our dynamic team! You will play a crucial role in ensuring the smooth operation of applications and providing technical support to end users.
Roles & Responsibilities
- Provide technical support for data security products via email, phone, and on-site visits.
- Diagnose and troubleshoot configuration and functional issues both remotely and on-site.
- Collaborate with internal stakeholders to resolve user-reported issues within defined SLAs.
- Work with team members to identify root causes and recommend preventive measures or workarounds.
- Install and configure security software/products and conduct user acceptance testing.
- Perform planned software upgrades and system migrations.
- Proactively monitor systems to identify and resolve issues before they impact end users.
- Continuously review and enhance support processes as part of ongoing improvement initiatives.
- Maintain up-to-date support documentation in the Knowledge Base to assist users and streamline support operations.
- Available to work flexible hours as needed.
- Able to work in shifts (shift allowance provided).
Requirements:
- Minimum Diploma/Advanced/Higher/Graduate Diploma in Computer Science, Information Technology, or related field.
- At least 1 year of technical support or customer service experience in IT/software products.
- Solid knowledge of IT infrastructure, including software and web applications (.NET), operating systems, databases, networking, and virtualization.
- Strong analytical and troubleshooting skills for resolving complex technical issues.
- Excellent communication and interpersonal skills, with the ability to engage technical and non-technical stakeholders effectively.
- Proactive, self-motivated, and capable of managing multiple customer accounts and projects simultaneously.
- Experience supporting government agencies is preferred.
- Familiarity with cryptography is an advantage.
- IT certifications (e.g., ITIL, CompTIA A+, Microsoft Certified: Azure Fundamentals) are a plus.
- Knowledge of security frameworks and standards (e.g., ISO 27001, NIST) familiarity with IM8 is an added advantage.
- Entry-level candidates are welcome to apply.
