Experience required for the Job:
REQUIRED SKILLS:

Purpose

The Resident Support Engineers will be responsible for providing 24/7 on-site technical support to the client, ensuring the smooth operation and availability of software applications, systems, hardware, and related IT services. The position requires close coordination with the client's users and the company's technical/support teams to identify, troubleshoot, resolve, and escalate technical issues within agreed timelines.

Key Responsibilities

  • On-Site Technical Support: Provide day-to-day technical assistance, troubleshooting, and incident resolution for hardware, software, and network infrastructure directly at the client site.
  • System Monitoring & Maintenance: Proactively monitor infrastructure health, perform routine system audits, and execute preventative maintenance to minimize downtime.
  • Incident Management: Own, track, and resolve escalated support requests. Coordinate with backend engineering or product development teams to fix complex bugs and deploy updates.
  • Client Relationship Management: Act as the trusted technical point of contact for the client. Translate complex technical issues into clear updates for non-technical stakeholders.
  • Documentation: Create and maintain comprehensive site-specific documentation, deployment topologies, change logs, and internal knowledge base articles.
  • Training: Provide hands-on guidance and casual training to client teams on standard operating procedures and system features.

 

Required Qualifications & Education

  • Education: Minimum of a Bachelor’s Degree in Computer Science, Information Technology, Software Engineering, or a closely related technical field.
  • Experience: Minimum 1 year of experience in system administration, IT help desk, or network support engineer roles.
  • Technical Skills:
    • Sound understanding of operating systems.
    • Familiarity with networking fundamentals.
    • Basic knowledge of database management and standard debugging tools.
  • Soft Skills: Outstanding verbal and written communication, patient customer service demeanor, and top-tier organizational abilities.

Interested candidates may share their resumes at: jobs@sapphire.co

To Apply Please Fill This Form
Supported Format (pdf). Max File Size (5 MB)