System Support Engineer L-1 (KHI)

At Contegris, we are dedicated not only to building 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 and positive customer experience. This entry-level technical support position is ideal for individuals who enjoy problem-solving, learning about system operations, and communicating effectively with customers to deliver practical solutions. You will work closely with clients to investigate concerns, offer timely assistance, document incidents, and escalate complex issues when necessary.

Key Responsibilities

- Handle customer support inquiries received via phone, email, chat, and other channels, ensuring prompt and professional responses.
- Troubleshoot technical problems by analyzing reported issues, identifying root causes, and providing appropriate solutions.
- Strive for first contact resolution by efficiently addressing customer issues whenever possible.
- Monitor system alerts and escalate complex technical problems to the relevant internal teams as needed.
- Engage with customers to understand their needs by asking pertinent questions and actively listening to their concerns.
- Communicate technical information clearly and professionally, simplifying complex issues for customers.
- Maintain accurate documentation of customer interactions, technical problems, troubleshooting steps, and resolutions within the CRM or HelpDesk system.
- Follow up with customers on unresolved issues, providing timely updates until full resolution is achieved.
- Collaborate with internal technical teams to investigate and resolve issues requiring advanced expertise.
- Uphold a customer-first mindset by handling every interaction with professionalism, patience, and care.

Required Qualifications

- Bachelor’s degree, preferably in Computer Science, Information Technology, or a related field.
- Between six months to one year of experience in technical support or a fast-paced call center environment.
- Students currently enrolled in BS CS/IT-related programs at Virtual University (VU) are encouraged to apply.
- Completion of networking or IT certifications such as CCNA, CCNP, or relevant courses from Corvit is advantageous.
- Basic understanding of Linux, networking concepts, and network security fundamentals.
- Strong verbal and written communication skills to effectively interact with customers.
- Customer-oriented approach with the ability to manage customer concerns professionally and patiently.
- Demonstrated 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 attitude with a willingness to learn and grow professionally.
- Flexibility to work in rotational shifts.

Preferred Qualifications and Additional Information

This role is best suited for candidates who are genuinely interested in troubleshooting and technical problem investigation. It requires a proactive approach to understanding and resolving customer issues rather than simply forwarding them. Strong communication skills and patience when dealing with frustrated customers are essential. The position involves working in a fast-paced support environment with rotational shifts, so adaptability is important. Candidates should be eager to learn about Linux, networking, SaaS products, and technical systems.

Please note, this is primarily a Product Support role focused on learning our products and technologies to provide technical assistance to customers. If your career goal is to specialize exclusively in Networking or Network Engineering, this position may not align with your objectives. Additionally, the ability to document issues thoroughly, manage multiple support requests under pressure, and collaborate effectively with technical teams is critical for success in this role.