Senior Technical Support Engineer

Job Purpose

The Senior Technical Support Engineer will be responsible for providing technical assistance and support to eHRMS users, ensuring the smooth operation and effective utilization of the HR technology platform. The role involves troubleshooting software and hardware issues, resolving user queries, providing system guidance, maintaining support documentation, and delivering a high-quality user support experience.

Key Responsibilities

1. User Support & Issue Resolution

• Provide first-level technical support to eHRMS users by addressing queries and troubleshooting software and hardware issues.
• Diagnose and resolve technical problems promptly and effectively.
• Document, track, and monitor user issues through to resolution.
• Maintain accurate and detailed records of support activities and resolutions.

2. Troubleshooting & Problem-Solving

• Analyze and diagnose technical issues associated with the eHRMS platform.
• Apply structured troubleshooting methodologies to identify root causes and implement appropriate solutions.
• Collaborate with cross-functional teams to resolve technical issues.
• Escalate complex or unresolved issues to higher-level technical support teams as required.

3. Knowledge Base Management

• Contribute to the development and maintenance of a comprehensive eHRMS knowledge base.
• Prepare and update FAQs, user guides, troubleshooting documentation, and support materials.
• Enable users to resolve common issues through effective self-service resources.

4. Training & User Guidance

• Conduct training sessions, webinars, and workshops for eHRMS users.
• Educate users on system functionalities, best practices, and basic troubleshooting techniques.
• Provide guidance and recommendations to help users optimize their utilization of the eHRMS platform.

5. Communication & Collaboration

• Communicate technical information, troubleshooting steps, and solutions clearly to users with varying levels of technical proficiency.
• Work closely with development teams and other stakeholders to communicate recurring user issues and feedback.
• Identify opportunities for system improvements based on user feedback and support trends.
• Maintain effective coordination with internal technical and functional teams.

Experience Requirements

• 4 - 6 years of experience in technical support or customer service, preferably supporting software applications or HR technology systems.
• Hands-on experience in troubleshooting software and hardware issues.
• Familiarity with help desk support tools and ticketing systems.
• Strong communication and interpersonal skills with the ability to understand, empathize with, and effectively assist users.
• Strong analytical thinking and problem-solving abilities.
• Ability to manage multiple support requests and prioritize issues based on urgency and impact.

Education Qualification

Essential:

• Bachelors Degree in Information Technology, Computer Science, or a related field.

Required Skills & Competencies

Technical & Functional Skills

• User Support & Issue Resolution
• Software & Hardware Troubleshooting
• Technical Problem-Solving
• Help Desk Support
• Ticketing Systems
• Knowledge Base Management
• Technical Documentation
• eHRMS Platform Support
• User Training & Guidance

Core Competencies

• Analytical Thinking
• Problem Solving
• Communication Skills
• Interpersonal Skills
• User Empathy & Customer Service
• Cross-functional Collaboration
• Issue Prioritization
• Attention to Detail