Technical Support Engineer
Stargate- 5 - 7 yrs
- 52,000 - 60,000 / month
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Full Time
Working Type : Work From Office
Job Description :
About the job
1. Act as the first-level support for retail outlets through phone, email, or help desk system.
2. Register complaints and service requests from outlets accurately.
3. Provide basic guidance and troubleshooting for: Forecourt and allied equipment (basic checks), connectivity or communication-related disruptions impacting operations and power supply-related and equipment health issues.
4. Perform preliminary checks, resets, and validations as per standard operating procedures.
5. Coordinate with field technicians, vendors, and support teams for site visits and resolution.
6. Escalate critical operational issues affecting sales, safety, or compliance as per the escalation matrix.
7. Monitor open complaints and follow up for timely closure.
8. Update outlet staff on status and expected resolution timelines.
9. Maintain call logs, complaint records, and basic daily/weekly reports.
10. Support rollout of new outlets or equipment by providing coordination assistance.
Skill(s) required
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Full Time
Working Type : Work From Office
Job Description :
ServiceNow
Job description
What you get to do in this role:  
In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.
A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.
Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.
Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.