On-site Support Engineer

Job Description

Title: On-site Support Engineer

Company Name: Sysnova Information Systems

Vacancy: --

Age: Na

Job Location: Dhaka (Dhanmondi)

Salary: --

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): IT Enabled Service, Computer Hardware/Network Companies

• A Bachelor's degree in Information Technology/Computer Science or relevant field.

• 1 to 3 years
• The applicants should have experience in the following business area(s): IT Enabled Service, Computer Hardware/Network Companies

• Strong analytical and critical problem-solving skills to quickly identify the root cause of issues and implement effective solutions.

• A customer-centric mindset with high-level interpersonal skills, patience, and empathy to handle potentially frustrated clients.

• Excellent verbal and written communication skills to interact professionally with clients and colleagues.

• Travel to client sites to diagnose, troubleshoot, and resolve Idempiere ERP or ERP reports in Jesper that cannot be fixed remotely.

• Perform regular on-site maintenance and system checks to proactively identify and resolve potential issues before they cause significant downtime.

• Communicate effectively with clients of varying technical abilities, providing step-by-step guidance, conducting user training on new systems/software, and managing client expectations.

• Accurately log all support requests, resolutions, and configurations in a ticketing system, and compile job reports for management and clients.

• Work closely with internal L1/L2 helpdesk teams and L3 development/engineering teams to escalate complex issues and contribute to product improvement.

• Competitive remuneration based on qualifications, experience, and candidate profile as per company policy.

• Festival Bonus, Gratuity, Medical Allowance, T/A & D/A, Earn Leave encashment, Handset Allowance & Mobile Bill, Wedding Allowance, Yearly Salary Review.