JOB ADVERTISEMENT :   Senior Technical Support Engineer - AMSCO African Management Services Company, Douala

We are looking for a Senior Technical Support Engineer for one of our clients. S/he will be the liaison between the company and customer service desk. The successful candidate will ensure end users receive the highest quality support service, prompt attention, and proactive solutions, all in keeping with the company’s reputation and quality standards. The role involves effectively solving customer issues, complaints, and inquiries while keeping customer satisfaction at the core of every decision and behavior.

The ideal candidate is an experienced professional that can navigate the politics of complex multi vendor environments. A “Get It done” person, willing to go above and beyond the ordinary to satisfy the customer, even at odd hours.

Responsibilities
Managing, mentoring or leading a team of support engineers
Managing a customer queue to make sure that all incidents are properly triaged and resolved within SLA
Leading different teams including support, client and other vendors, technical and non technical, towards incidents resolution for complex issues
Managing software updates, security patches and system upgrade to proactively maintain infrastructure robust and secure
Using monitoring tools to control application and infrastructure performance, identifying potential problems before they affect users
Utilizing various tools and methods, such as remote logs, monitoring, code analysis, or testing, scripting…, to identify root causes and provide solutions or workarounds
Communicating effectively with customers and collaborating with other teams to ensure customer satisfaction and gather feedback
Creating and updating technical documentation, including knowledge base articles
Developing and delivering training to internal teams to enhance their technical support skills and knowledge
Reporting and analyzing support metrics, such as tickets, resolution time, customer feedback, and quality
Requirements
Bachelor's degree in computer science or information technology and/or relevant certifications
Minimum five years working experience
The candidate should be able to demonstrate solid evidence of effective team leadership, project management, and measurable improvements in team performance and outcomes over a minimum of three years
The candidate must be fluent in written and spoken English, as this is essential for clearly understanding our customers' requirements and providing appropriate responses in both written and spoken forms.
Minimum three years of experience in technical support on software used on a large scale
Solid infrastructure and network skills
Solid cloud knowledge and previous experience is mandatory, ideally with Microsoft Azure
Proven skills in the use of centralised application logging tools
Proven skills in the use of application and infrastructure monitoring and alerting tools
Proven skills in the use of a service management tool
Good knowledge of ITIL processes
 A track record of excellent SLA management
Skills
A personality that can keep its calm in face of chaos, while quickly resolving issues
Understanding of the 'politics' in a multi-vendor environment
Methodology and rigor to establish an outstanding issues triaging standard
 Logical thinking and strong problem-solving skills to analyze and troubleshoot complex and diverse issues
Excellent communication skills to interact clearly and professionally with customers and other stakeholders through various channels using spoken and written English language
Effective teamwork skills to collaborate and coordinate with other support engineers and teams
Strong technical skills, including knowledge of various operating systems, platforms, databases, networks, or protocols
The ability to write and execute scripts, queries, or commands, and to read and understand code, logs, errors, or traces
A commitment to continuous learning to keep up with the latest technologies
The candidate should be available , and must reside in a location with access to high-quality internet


Dateline : 18th september 2024

All applications must be submitted ONLINE at  : https://amsco-advisory-services.odoo.com/fr/jobs