Software Support Engineer Trainee

The Role Responsibilities:

  • Serve as the first point of contact with customers who need technical assistance via phone, email, in person, or through remote access.
  • Offering technical assistance on the configuration, set up, maintenance, and troubleshooting of iManage and integrated applications.
  • Writing and editing knowledge articles.
  • Running reports and analyzing common complaints and problems.
  • Perform troubleshooting using different diagnostic tools and techniques.
  • Provide quick resolution and excellent customer service.
  • Manage incident SLA and redirect unresolved issues to the next level of support personnel.
  • Keep record of problems and their resolution.
  • Follow-up with customers.
  • Suggest improvements on procedures.

Essential Skills:

  • Bachelor’s degree in computer science or information
  • A strong working knowledge of computer systems, and software.
  • Good problem-solving, analytical, and team-working skills.
  • Excellent communication and interpersonal skills.
  • An openness to learning new technologies.
  • Customer-oriented and patient.

Technical Skills:

  • Basic knowledge of Windows Servers and clients.
  • Basic knowledge of computer networking.
  • Advance knowledge of Microsoft Office applications.

Good to have skills:

  • Incident and Problem Management
  • SLA Management
  • ITIL knowledge
  • Ticketing Tools (Autotask, ServiceNow etc.)
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