Support Engineer

This is a fully remote position, open to applicants in Nigeria.

📋 Description

• In the role of Support Engineer, you will be at the forefront, ensuring that our clients' technology operates seamlessly.

• Become the primary expert for our clients, skillfully troubleshooting a range of issues from Windows devices and Microsoft 365 to network infrastructure and VoIP systems.

• Take charge of client communications, fostering relationships, managing expectations, and ensuring every interaction concludes positively.

• Efficiently manage your ticket queue, prioritizing tasks effectively and addressing warm transfer escalations with a calm and confident demeanor.

• Contribute to a functional knowledge base by creating and refining documentation that empowers the entire team to thrive.

• Serve as a liaison between clients and vendors, facilitating incident resolutions and ensuring seamless support throughout the process.

• Collaborate with the team during weekly meetings and team-led training sessions, helping to advance both your own development and the company’s progress.

• Set an example by upholding our dedication to accountability, proactive service, and exceptional customer support.

⛳️ Requirements

• Practical experience in troubleshooting, configuring, and managing Microsoft technologies, including Windows Server, Active Directory, and Group Policies.

• Strong familiarity with Microsoft 365, Hyper-V, DNS, and DHCP.

• Proven knowledge of advanced networking concepts with the ability to troubleshoot firewalls, switches, and Wi-Fi.

• A commitment to outstanding customer service and a demonstrated ability to build trust and resolve challenging situations.

• A history of producing substantial internal documentation that assists your teammates in their growth and learning.

• Experience with Remote Access Solutions, such as Remote Desktop and RemoteApps.

• A strong desire to learn and a collaborative attitude—you enjoy supporting others in their progress.

🏝️ Benefits

• A culture that values you as an individual rather than just a number.

• Access to top-notch tools and documentation that are genuinely beneficial.

• Genuine opportunities for advancement through team-led training initiatives.

• A company that recognizes initiative and fosters personal growth.

• A team that listens, learns, and works together to achieve success.