Technical Support Engineer II - MW SCIM at Tek Experts

Tek Experts provides the services of a uniquely passionate and expert workforce that takes intense pride in helping companies manage their business operations. We care about the work we do, the companies we partner with and the customers they serve.

We are recruiting to fill the position below:

Job Title: Technical Support Engineer II - MW SCIM

Job ID: 14431
Location: Victoria Island, Lagos
Employment Type: Full-time (Hybrid)

Overview

• We’re seeking a customer-oriented Technical Support Engineer 2 - SCIM to work on behalf of our client to resolve complex customer cases.
• You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service.
• This role is expected to take cases escalated by customers and/or Level 1 Support Engineers and should provide quick and accurate support.  

Responsibilities
This role will:

• Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor junior support engineers as needed or requested by management.
• Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.

Qualifications
SCIM is a good fit for you if:

• You’re technically proficient and have higher education classwork in IT or technical work, or experience with enterprise support.
• You enjoy solving complex technical issues.
• You’re customer-obsessed, take the initiative, and exceed expectations.
• You love technology, understand it, and are adept at using it.
• You’re proficient in both written and oral English.

In This Role:

• 2 - 3 years of technical and customer support experience are required.
• Higher-level technical education is preferred.
• Certifications relevant to the product are helpful.
• Must have completed the compulsory 1-year NYSC or have an exemption certificate.

How to Apply
Interested and qualified candidates should:
Click here to apply