Software Support Engineer

The Software Support Engineer is a subject matter expert on all Open iT products. This role troubleshoots and discovers solutions individually or as a team to Open iT product installations and configurations to ensure outstanding customer experience. The ideal candidate combines technical expertise with practical problem-solving skills and a proactive approach, as well as consistently making sound decisions in dynamic situations.

Key Duties and Responsibilities:

• Act as primary point of contact for customers and clients by responding to queries through communication channels or ticketing systems.
• Troubleshoot and help resolve technical issues related to Open iT product installation and configuration in an efficient and timely manner.
• Educate users and guide them on basic technical fixes and best practices.
• Collaborate with internal teams to identify root causes of technical issues and implement sustainable solutions.
• Document the technical issues encountered, solutions, and best practices to help enhance customer and team knowledge.

Required Qualifications:

• Proven experience in Windows application and Support. Unix application support is a plus.
• Understanding of Basic IT infrastructure and system operations.
• Experience in one or more of the following is a plus: SQL Server, AD/LDAP, SCCM, SAM metering solutions, Cloud (AWS/Azure)
• Experience in Customer Service is a plus.
• Strong problem-solving skills with the ability to evaluate situations and apply effective and practical solutions.
• Communication skills - Ability to explain technical concepts to non-technical users.

Preferred Qualifications:

• Ability to work independently and collaboratively in a team setting.
• Can work the night shift.

If this opportunity is a potentially good match for you, then we look forward to reviewing your application. Click the "Apply for job" button, and we hope to meet you soon!