System Support Engineer L-1 (KHI)

At Contegris, we are dedicated not only to developing exceptional products but also to ensuring they operate reliably and provide a seamless experience for our users. As a System Support Engineer, you will play a vital role in assisting customers by resolving technical issues, troubleshooting system-related problems, and maintaining a smooth customer experience. This entry-level technical support position is ideal for individuals who enjoy problem-solving, learning system functionalities, communicating with customers, and delivering practical solutions. You will work closely with clients to investigate issues, offer timely assistance, document incidents, and escalate complex problems when necessary. If you are technically curious, comfortable engaging with customers, and eager to build a career in IT and Network Support, this opportunity could be a great fit.

Key Responsibilities

- Handle Customer Support: Respond promptly to customer inquiries and technical issues via phone, email, chat, and other support channels.
- Troubleshoot Technical Issues: Analyze reported problems, identify root causes, and provide effective solutions.
- Drive First Contact Resolution: Aim to resolve customer issues efficiently during the initial interaction whenever possible.
- Monitor & Escalate: Detect system alerts or complex technical challenges and escalate them to the appropriate technical teams as needed.
- Understand Customer Needs: Ask relevant questions, actively listen to customer concerns, and gather necessary information for accurate diagnosis.
- Provide Clear Communication: Explain technical issues and solutions in a straightforward and professional manner to customers.
- Document Incidents: Maintain detailed records of customer interactions, technical problems, troubleshooting steps, and resolutions within the CRM/HelpDesk system.
- Follow Up: Keep customers informed on pending issues and ensure timely updates until resolution.
- Collaborate with Technical Teams: Partner with internal teams to investigate and resolve issues requiring advanced technical expertise.
- Maintain Customer Experience: Handle every customer interaction with professionalism, patience, and a customer-first mindset.

Required Qualifications

- Bachelor’s degree, preferably in Computer Science, Information Technology, or a related field.
- 6 months to 1 year of experience in technical support or a fast-paced call center environment.
- Basic understanding of Linux, Networking, and Network Security concepts.
- Strong verbal and written communication skills.
- Customer-oriented approach with the ability to manage customer concerns professionally.
- Excellent troubleshooting and problem-solving abilities.
- Attention to detail with the capability to document technical issues accurately.
- Ability to remain calm and effective under pressure.
- Team player with a willingness to learn and grow.
- Comfortable working in rotational shifts.

Preferred Qualifications and Additional Information

- Students currently enrolled in BS Computer Science or IT programs at Virtual University (VU) are encouraged to apply.
- Candidates with certifications such as CCNA, CCNP, or relevant networking/IT courses from Corvit are highly welcomed.
- This role focuses primarily on product support, providing technical assistance related to our products and technologies. Candidates aiming for a career strictly in networking or network engineering may find this role less aligned with their goals.
- The position requires a proactive attitude toward learning about Linux, networking, SaaS products, and technical systems.
- Ability to work collaboratively with technical teams and manage multiple support requests in a fast-paced environment is essential.

This role is not suitable for individuals who do not enjoy troubleshooting, prefer to simply forward issues without resolving them, struggle with clear communication, or find it difficult to remain patient and professional with frustrated customers. Those uncomfortable with rotational shifts or fast-paced support environments, or who avoid proper documentation and teamwork, may not thrive in this position.