TechOps & Support Engineer

Sumerge’s Technical Support team sets new standards of customer experience. Through immense support and instant problem solving, our support engineers fulfill our customers’ desires by exploring new technology areas, products, and multi-technology solutions.

The Support team takes our deep technical expertise and tailor proficient solutions according to the clients’ needs and goals allowing them to grow and solve their biggest business challenges by getting the most out of our offerings.

Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

• Monitors, administrates and troubleshoots systems and business applications.
• Performs the roll-out and deployment of new system features and updates.
• Communicate with users through a series of actions to help resolve issues or how to effectively use the system.
• Diagnose and troubleshoot technical issues through analyzing logs, applications, networks, operating systems...etc.
• Providing remote and face-to-face technical support to system users.
• Escalate technical issues to L3 technical support and follows up on their resolution and deployment.
• Providing an effective interface between users and L3 technical support, supplying all necessary diagnostic information according to procedures till issues are resolved.
• Maintaining accurate records of all issues with resolution and contact details.
• Applies software security and upgrades to operating systems and applications.
• Performs regular backups and disaster precautions.
• Make continual improvements to procedures and documentation.
• Automate repetitive tasks via scripting

Requirements