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Tier 2 Customer Care Engineer


Airport City/hybrid

Our amazing client is an international leader in providing comprehensive IT management solutions and is looking to recruit an awesome candidate who will contribute to the Support department as a Tier 2 Customer Care Engineer.

We're seeking a sharp, fast learner who will deal with a broad spectrum of tasks. You'd be working with a highly motivated team that constantly evolves and reinvents itself. We love challenges and creative solutions and we expect the same from you.

The Tier 2 Customer Care Engineer is one of the final escalation points within the Customer Care Organization. Technical issues that cannot be resolved by The level 1 support staff are escalated to the Tier 2 Customer Care Engineer. This Engineer is capable of troubleshooting and resolving difficult and complicated issues by analyzing logs and having remote sessions with our clients

Duties and responsibilities:

  • The primary focus of this job is providing escalated support and solving tickets that Tier 1 could not solve in a timely manner.

  • This support will be both remote sessions with clients and direct phones/Email conversations with clients.

  • Perform advanced troubleshooting and updating knowledge bases articles with solutions performed.

  • Recognize and escalate difficult technical issues to appropriate senior resources.

  • Able to multitask and work on issues at the same time.

  • Respond to email and phone with professional and timely responses.

  • Provide world-class customer service while helping customers.

  • Handle incoming tickets and provide clients with updates.


  • Ability to demonstrate strong analytical and problem-solving skills.

  • Possesses strong customer relations skills.

  • Ability to handle multiple priorities.

  • Perform in an effective and timely manner all the tasks required.

  • Work as a member of the Technical Support team and with other departments (i.e. R&D, PM) to exceed SysAid customer’s expectations for technical support.

  • Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, and drawing valid conclusions.

  • Represent SysAid in a professional manner, especially when providing online support.

  • Excellent written communication and verbal skills, as well as strong listening skills.

  • Must speak fluent English

Education and Experience:

  • 3 years experience as a software support representative

  • Experience in remote support to customers for a cloud-based (SaaS) product

  • Familiarity with ITSM tools

  • Networking and LAN administration knowledge

  • Proficient knowledge of database structure with the ability to enter, manipulate and pull data primarily MSSQL/MySQL.

  • Knowledge of Windows operating systems

  • Familiarity with Linux - Advantage.

  • ITIL certification - Advantage

  • Familiarity with application servers

  • Familiarity with domain controller configuration

  • ITIL certification - Advantage

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