Support Engineer

İstanbul, Turkey Full-time

We are looking for a motivated Support Engineer to join our Team!

Who we are:

Borda’s mission is to bring operational awareness and insight with actionable IoT data. Our Asset Management, Patient Throughput, Infant Security, Environmental Monitoring and Location-Aware Work Demand Management solutions enable data driven management and lead the way towards the era of insight driven management. Developing both IoT hardware & software to provide a seamless solution, we enhance the quality of healthcare services and increase operational efficiency in more than 30 million square feet of hospital area with over 15 thousand bed capacity.

Responsibilities of “Support Engineer”:

• Provide 1st Level assistance to international, national customers based on SLA requirements.
• Using remote desktop software is common; phone call, IM support is minimal but also possible.
• Will be using support ticketing software to track and log issues.
• Communicate with customers to clarify issues
• Improve competency with Borda hardware and software continuously.
• Take the ownership of the tickets to follow support procedures
• Investigate, duplicate and resolve reported issues which may be caused by Borda or 3rd party hardware/software.
• Provide understandable, structured test steps, instructions, and solutions to customers
• Approve hardware return requests (RMA) when/if there is a hardware problem.
• Prioritize and manage several issues at one time
• Route unresolved tickets to related teams or the next level of support (L2).
• Prepare reports provided by the ticketing tool or related tools.
• Be an active member of self-improving/growing company.
• Involve in software update publishes,
• Experience new challenges and improve continuously
• Ensure all issues are properly logged
• Prepare knowledge base records

Qualifications:
• BS degree in Computer/Electronic/Electric Engineering or related fields
• 2+ years of work experience in the related field is a plus.
• Basic network, windows OS knowledge is a must. SQL knowledge is a plus.
• Microsoft, Cisco or similar certification is a plus.
• Work collaboratively with L2 support, field specialists
• Good understanding of computer hardware, mobile devices, and other tech products.
• Excellent verbal and written English skills
• Any English certification is a plus

Note: Interview will be held in English