Level 1 IT Help Desk Support Engineer in a collaborative environment for an MSP. Supporting diverse clients, troubleshooting issues, and ensuring high service quality.
About the role
- Technical Support Engineer providing technical support for clients using IntellectEU's CatBM Product. Conducting demos, managing support tickets, and ensuring customer satisfaction.
Responsibilities
- Conducting demos of the product to the IntellectEU customers, guiding customers through the software UI.
- Prepare, lead, and follow up on client calls and support on customers' questions.
- Execute day-to-day activities across support tickets, onboarding/installations, and customer technical requests.
- Maintain regular client communication to ensure transparency and trust, clearly explaining progress updates, risks, tight deadlines, or delays.
- Support incident handling and escalations by troubleshooting issues and coordinating with Engineering when needed.
- Collect logs, system data, and contextual information to support root cause analysis and issue resolution.
- Monitor progress on assigned technical tasks and proactively inform clients about timelines, risks, and dependencies.
- Maintain accurate ticket updates and delivery documentation.
- Contribute to improving the processes, runbooks, and internal tooling based on hands-on experience.
- Participate in covering 24/7 on-call shifts.
Requirements
- Strong hands-on troubleshooting skills and incident/problem-solving mindset
- Troubleshooting ability using logs, traces, and structured investigation
- Solid understanding of APIs and integrations (REST/JSON, authentication, webhooks)
- Experience installing, configuring, and validating complex software platforms
- Practical knowledge of system upgrades, patching, and operational maintenance
- Experience installing, configuring, validating, and maintaining software in client environments
- Proficiency with ticketing and delivery tools (e.g., Jira Service Management/Zendesk, Jira, Confluence)
- Strong documentation skills (runbooks, SOPs, installation guides, client updates)
- Maintaining up-to-date knowledge of client infrastructures and environments
- Excellent analytical and problem-solving capabilities, comfortable with tackling both routine and complex incidents
Benefits
- Excellent compensation and benefits package, including medical insurance and sports activities
- International experience in a stable company
- A passionate team in an innovative, casual, positive, and open work environment
- Great opportunities for personal and professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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