Job Description:

Purpose

The purpose of the Senior Technical Support role is to ensure efficient installation, maintenance, troubleshooting, and technical support of products and systems, while delivering timely solutions to customers and internal stakeholders. The role focuses on minimizing downtime, enhancing customer satisfaction, resolving complex technical issues, and supporting continuous improvement in product performance and service quality.

Scope

The scope of a Senior Technical Support role includes providing advanced technical assistance, ensuring smooth operation of products/services, resolving complex customer issues, and supporting continuous improvement of technical processes.

Key Responsibilities

- Provide Level 2/Level 3 technical support for hardware, software, network, and system-related issues.
- Diagnose, troubleshoot, and resolve complex technical problems within defined SLAs.
- Escalate critical issues to relevant teams and ensure timely follow-up until closure.

- Monitor system performance and identify opportunities for preventive maintenance.
- Assist in installation, configuration, and maintenance of technical systems and applications.
- Maintain accurate records of incidents, service requests, and resolutions.
- Develop and update technical documentation, user guides, and troubleshooting manuals.
- Train and mentor junior technical support team members.
- Coordinate with vendors and service providers for technical issue resolution.




- Support implementation of current technologies, upgrades, and IT projects.
- Ensure compliance with company policies, cybersecurity standards, and data protection guidelines.
- Generate technical reports and provide recommendations for process improvements
- Key Result Areas (KRAs) & Key Performance Indicators (KPIs)

KPI

KRA

First Response Time (FRT)

Technical Issue Resolution

Ticket Resolution Time

Customer Support & Satisfaction

First Contact Resolution (FCR)

Escalation Management

Customer Satisfaction Score (CSAT)

System Monitoring & Maintenance

Technical Escalation Closure Rate

Knowledge Management

System Uptime Support Compliance

Team Support & Mentoring

Repeat Issue Rate

Process Improvement

Documentation Accuracy & Updates

Compliance Reporting

Qualifications & Experience

- Bachelor's Degree in Computer Science, Information Technology, Electronics, Engineering, or related field.
- Relevant technical certifications (Microsoft, Cisco, CompTIA, ITIL, etc.) preferred.

- 5–8 years of experience in Technical Support, IT Support, Service Engineering, or related roles.
- Experience in troubleshooting hardware, software, networking, and enterprise applications.

Screening Questions

1. How many years of experience do you have in technical support?
2. What types of technical products, equipment, or systems have you supported?
3. What tools or software have you used for ticket management and issue tracking?

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