Service Desk Lead/Support Engineer

Amihansolutions; Idaho; Hybrid; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Support Engineer to join their dynamic team. In this role, you will be the first point of contact for customer support, handling tickets and providing effective solutions. With a focus on enhancing user experience, you will develop documentation and collaborate with technical teams to ensure seamless service delivery. This position offers a flexible working environment and opportunities for professional growth, making it an exciting opportunity for those passionate about IT service management. If you thrive in a collaborative atmosphere and are eager to contribute to a global team, this role is perfect for you.

Benefits

HMO insurance coverage

Vacation and sick leave credits

Flexible daytime working schedule

Flexible work location

Free training and certification programs

Community/social activities

Qualifications

• 3-4+ years of experience in Helpdesk and IT Service Management.
• Bachelor’s degree in a related technical field or equivalent experience.

Responsibilities

• Monitor and triage incoming support tickets, ensuring prompt issue resolution.
• Create and maintain FAQs and user-friendly support documentation.

Skills

Analytical Skills

Problem Solving

Communication Skills

Time Management

Leadership Skills

Education

Bachelor’s degree in Management Information Systems

Master's degree

Tools

Helpdesk Software

Agile Methodologies

Job description

Are you looking for an exciting, international, and employee/client-centric working environment where you can develop your professional career? If you can relate to this, Amihan Solutions must be your right choice!
Amihan Solutions is a fast-growing company that works closely with primary European clients, building permanent quality delivery teams in the Philippines.
The successful new joiner will be a member of an international team, which enables him/her to improve his/her technical and personal competencies.
The Support Engineer is responsible for handling customer or internal tickets, providing first line analysis, and ensuring prompt issue resolution. They also maintain and update documentation, including FAQs and release notes, to enhance self-service support and communication between teams.

Your Role & Responsibility

• Monitor and triage incoming support tickets, categorizing and prioritizing them based on urgency and impact.
• Provide first-line analysis and troubleshooting for reported issues.
• Escalate complex issues to the appropriate technical teams while ensuring proper documentation.
• Follow up on open tickets to ensure timely resolution.
• Communicate effectively with customers/users regarding status updates and resolution timelines.
• Create, update, and maintain FAQs to address common user issues and inquiries.
• Develop user-friendly support documentation to assist end-users in troubleshooting.
• Organize and structure knowledge base articles for easy navigation and searchability.
• Collaborate with development and QA teams to gather information on new features, bug fixes, and improvements.
• Write clear, concise, and well-structured release notes for software updates. Ensure that release notes and documentation align with product updates and company communication standards.
• Identify recurring issues and provide feedback to the development team for long-term solutions.
• Contribute to improving support workflows and ticket resolution efficiency.
• Analyze support trends and suggest updates to FAQs and documentation to reduce ticket volume.
• Work as part of the technical team (NL, PHL and TR based).
• Proactively monitor cloud systems from the given SLA promises point of view.
• Generate monthly SLA reports.
• Coordinate with key users to define and direct incident management.
• Coordinate and facilitate the incident management process across the global organization.
• Lead Help Desk projects and communicate upcoming changes to impacted parties.
• Facilitate post-support reviews / reactions.
• Report on incident management activities.

Your Profile

• Bachelor’s degree in Management Information Systems, Computer Engineering or Software Engineering in a related technical field or equivalent practical experience.
• Master's degree is an additional asset.
• Fluent in English. (Our working language is English)
• Advanced communication skills, openness to feedback, problem solving, analysis, planning, and follow-up.
• 3-4+ years of experience in the field of Helpdesk and IT Service Management.
• Knowledge in Agile project management methodologies.
• Broad understanding of client IT technologies and business considerations.
• Strong communication and leadership skills.
• Able to manage time and priorities.
• Able to work in Turkey / Netherlands Timezone.

Nice to have:

• Dutch / Turkish language skills.
• Experience working on SaaS products in an Agile organization.
• Experience in working in APEX.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• An ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of all relevant industry standards.
• Knowledge and understanding of best practices for service management.

Your Benefits

• Be part of an epic team and a company that highly encourages your career development!
• HMO insurance coverage starting from the 1st working day.
• Vacation and sick leave credits starting from the 1st working day.
• Flexible daytime working schedule, start anytime from 7am to 10am.
• Flexible work location, several office locations across Metro Manila and work-from-home (WFH).
• Free training and certification programs along with community/social activities.
• International working environment.

We’re looking forward to processing your awesome application and welcoming you to the Amihan Solutions team, hopefully soon. Please send your CV to [e-mail] or apply directly through the form provided.